Good, i do not dislike beautifying :) thanks a lot for your answer and sorry for my english that is surely not "ideal" (I'm french) :o)
This mailing list is a pleasure, that's the best way to go on quickly with OTRS by having a direct contact and answers from its developers ! Thanks again. BR, Laurent MINOST Le jeudi 06 septembre 2007 à 17:33 +0200, Martin Edenhofer a écrit : > Hi Laurent, > > Laurent Minost schrieb: > > > Isn't it possible for another agent to (force) take tickets owned at a > > specific moment by another agent ? > > Do you mean something like a agent-email-interface (where a agent can > take over, lock, unlock, answer, ...) tickets? > > > In our case unlock timeout is configured for the queue, so no real > > "problem" if someone is unavailable or on vacation ... > > > > Therefore, purpose of my question was above all for importing old > > tickets data from another ticket software. This would have been very > > useful to me ... > > Now I understand what you mean. Maybe you find a solution by using the > generic agent. > > > At the moment as a "workaround" as I wasn't able to find an OTRS > > configuration to do it at import/ticket creation time, I did a > > post-importation PHP script to modify via SQL queries values of user_id > > / responsible_user_id / change_by / create_by in tickets table. Do you > > see any other informations in SQL tables that need to be updated please ? > > Only for beautifying; ticket_history and article change_by / create_by. > But only for beautifying (would also work without). > > > BR, > > -Martin > > ((otrs)) :: OTRS GmbH :: Europaring 4 :: D - 94315 Straubing > Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 > http://www.otrs.com/ :: Communication with success! > _______________________________________________ > OTRS mailing list: dev - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/dev > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev
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