With that in mind, the logging records user logins you may wasn’t to check
the otrs log for the user login at the time of the change.

-----Original Message-----
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
Holger Erb
Sent: Friday, August 21, 2015 8:28 AM
To: otrs@otrs.org
Subject: [otrs] Ticket History

Hello Nick,     

Ticket-id is the OTRS internal id for a ticket and Ticket-Number is the
number of the ticket which an agent will see in the dashboard per example.
Ticket-ID will be seen as well in a notification e-mail, the included URL in
this e-mail will show at the end the internal Ticket-ID.

If you have access to the OTRS database directly, via excel per example,
list the content of the table "ticket", the column id contains the internal
id of the ticket the column tn contains the number of the ticket

You can trust the history of OTRS. If an account gets listed as the
initiator of the action "move", you can be sure that this account has done
it.
But yes, the owner of this user-account could have shared username/password
with somebody or somebody has misused the credentials.

For the action "Change Owner" - the new owner should get an e-mail
notification. Maybe helpful as well

If not already done, make sure that the pw gets changed asap for this
account.


MIT FREUNDLICHEN GRUESSEN /  WITH KIND REGARDS

HOLGER ERB   |   IT TEAM LEADER CLIENT SERVICES & COMPLIANCE (GTS)   |   MSX
INTERNATIONAL
OFFICE: +4922194700141   |   MOBILE: +491638471062   |   MAILTO:
h...@msxi-euro.com 


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