Hey, well because i would like to keep track of how many tickets have been solved in a certain category at all to check hardware stability, possible need of user training and stuff but not of KPI triggers like which agent close how much of what.
Why should one use a ticket system at all if I would delete tickets after they have been solved...Outlook would work fine for such a purpose and I would not have to configure OTRS :) with kind regards, Studienkreis GmbH Mark Grzella Junior IT-Projektleiter Universitätsstraße 104, 44799 Bochum Tel.: 02 34/97 60 - 404 mgrze...@studienkreis.de www.studienkreis.de AG Bochum HRB 4581 Geschäftsführer: Franz Dahlmanns Bernd Kreissig (Sprecher) Bastian Schmidt-Faber -----Ursprüngliche Nachricht----- Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von Nils Leideck Gesendet: Mittwoch, 22. Juni 2011 16:44 An: User questions and discussions about OTRS. Betreff: Re: [otrs] is it possible to anonymize tickets? Dear Mark, On 22.06.2011, at 16:09, Grzella, Mark wrote: > 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? Why not just delete tickets with the Generic Agent? Cheers, Nils -- Nils Leideck http://webint.cryptonode.de / a Fractal project --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs