Hi, 1) TicketID != TicketNumber . You can get the TicketID via the URL, you can see in the browser. Open the ticket and you should see something like "Action=AgentTicketZoom;TicketID=..." 2) Maybe the agent didn't move the ticket himself/herself, but did an action that triggered an event module or an generic agent 3) Where your otrs log is stored depends on your system. On Windows it's in in the <OTRS_HOME>/var/log folder, but on Linux many systems use Syslog as the logging backend. Then you have to look at /var/log/syslog
Kind regards, Renée On 20.08.2015 21:34, Nick Bright wrote: > On 8/20/2015 1:27 PM, jan.dre...@bertelsmann.de wrote: >> Hi. >> >>> Am 20.08.2015 um 18:55 schrieb Nick Bright <nick.bri...@valnet.net>: >>> >>> Is there any more detail for ticket history available in the >>> database that might not be in the UI? >>> >>> I have a ticket which had its' ownership changed, and moved to >>> another queue. >>> >>> The Agent whom the action was logged under states that they didn't >>> take the action, and all other queried employees stated "I didn't >>> touch that ticket". >>> >>> So, how can I determine what actually happened with this ticket? >>> >>> For example, is the IP address of the agent logged in the DB >>> somewhere - maybe I could see what machine it was? >> No, you could try and look into the webservers’ access log. Look for >> the ticket-id. That may give you some insight. But usually you can >> count on OTRS’ logging: If it says user XY moved a ticket, he did. Of >> course it’s possible he/she wasn’t careful with his/her login >> credentials, so someone else fiddled with the data as that user. If >> that is a good excuse is on your decision ... > I looked for the ticket number in the web server log, and didn't get > any hits. I also didn't see anything in /opt/otrs/var/log/*. > > Maybe ticket-id and ticket number aren't the same thing? > -- Perl / OTRS development: http://perl-services.de OTRS AddOn repository: http://opar.perl-services.de --------------------------------------------------------------------- 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
