Hey folks,
following situation: due to some data security restrictions i would appreciate a possibility to impersonalize tickets in one way or another. Why I would like to do that would be another story which is not of relevance here and would take too long to explain. Fact is, that I do need a way to get rid of the option to analyze which agent has closed how much tickets in a certain timeframe. I thought about several options but all of them seem not to be possible with OTRS due to the systems default setup. One option I thought about was to set the actual ticket owner simply to "admin", removing role and lock checks and being fine in the end. Seemed to work well unless I noticed that OTRS automatically sets an owner once you either close a ticket or set its priority. Another thought was to set up an generic agent which takes all already closed tickets and resets their owner to admin. Seemed also to work well unless I noticed that the initial closing entry is still located in the history tab and there seems not to be any option to erase the history without database injections or disabling the history functionality completely. Anybody else a clue how such a scenario could be realized? With kind regards, Studienkreis GmbH Mark Grzella Junior IT-Projektleiter Universitätsstraße 104, 44799 Bochum Tel.: 02 34/97 60 - 404 mgrze...@studienkreis.de <mailto:mgrze...@studienkreis.de> www.studienkreis.de <http://www.studienkreis.de/> AG Bochum HRB 4581 Geschäftsführer: Franz Dahlmanns Bernd Kreissig (Sprecher) Bastian Schmidt-Faber
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