[otrs] Is it possible to set a 'Ticket creator' field apart from the 'ticket owner' field?
Hi everyone, The subject says it all, pretty much. We currently create a lot of phone tickets and immediately assign them to an employee. The downside to this approach is that it is not possible to see which agent has actually handled the original call. Is this information stored anywhere, and how could I show this in the ticket zoom page? Best regards, Aron Rotteveel - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Is it possible to set a 'Ticket creator' field apart from the 'ticket owner' field?
Hi Aron, Actually, this is recorded in the Ticket History, just click on the History link in a ticket and you can see it right away. There will be a line that lists the NewTicket action, with the original user creating the ticket. I've had the request before from a customer to show the ticket creator in the TicketZoom and then realized this is not simple, the reason is that the create_by field is simply not returned by the TicketGet() function. The data _is_ in the database, but is not exposed via the API. It's still on the list, but expect to see this field present in the TicketGet() in OTRS 3. For now, just click NewTicket and you'd be good :D -- Michiel Beijen RD Follow me on Twitter: @otrsnl [https://twitter.com/otrsnl] OTRS AG Norsk-Data-Str 1. 61352 Bad Homburg Germany T: +31 (0) 6457 42418 F: +49 (0) 9421 56818-18 I: http://www.otrs.com/ Business location: Bad Homburg, Country Court: Bad Homburg, HRB 10751, VAT ID: DE256610065 Chairman: Burchard Steinbild, Managing Board: André Mindermann CU@ CeBIT 2010 in Hannover (Germany) and get to know more about OTRS at booth no. C37, in hall 2 from March 2-6, 2010! http://bit.ly/4qLvqm On Wed, Feb 17, 2010 at 1:41 PM, Aron Rotteveel rotteveel.a...@gmail.com wrote: Hi everyone, The subject says it all, pretty much. We currently create a lot of phone tickets and immediately assign them to an employee. The downside to this approach is that it is not possible to see which agent has actually handled the original call. Is this information stored anywhere, and how could I show this in the ticket zoom page? Best regards, Aron Rotteveel - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Is it possible to set a 'Ticket creator' field apart from the 'ticket owner' field?
Obviously, I meant, just click History. On Wed, Feb 17, 2010 at 2:17 PM, Michiel Beijen michiel.bei...@otrs.com wrote: Hi Aron, Actually, this is recorded in the Ticket History, just click on the History link in a ticket and you can see it right away. There will be a line that lists the NewTicket action, with the original user creating the ticket. I've had the request before from a customer to show the ticket creator in the TicketZoom and then realized this is not simple, the reason is that the create_by field is simply not returned by the TicketGet() function. The data _is_ in the database, but is not exposed via the API. It's still on the list, but expect to see this field present in the TicketGet() in OTRS 3. For now, just click NewTicket and you'd be good :D -- Michiel Beijen RD Follow me on Twitter: @otrsnl [https://twitter.com/otrsnl] OTRS AG Norsk-Data-Str 1. 61352 Bad Homburg Germany T: +31 (0) 6457 42418 F: +49 (0) 9421 56818-18 I: http://www.otrs.com/ Business location: Bad Homburg, Country Court: Bad Homburg, HRB 10751, VAT ID: DE256610065 Chairman: Burchard Steinbild, Managing Board: André Mindermann CU@ CeBIT 2010 in Hannover (Germany) and get to know more about OTRS at booth no. C37, in hall 2 from March 2-6, 2010! http://bit.ly/4qLvqm On Wed, Feb 17, 2010 at 1:41 PM, Aron Rotteveel rotteveel.a...@gmail.com wrote: Hi everyone, The subject says it all, pretty much. We currently create a lot of phone tickets and immediately assign them to an employee. The downside to this approach is that it is not possible to see which agent has actually handled the original call. Is this information stored anywhere, and how could I show this in the ticket zoom page? Best regards, Aron Rotteveel - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
