Guys,
OTRS definitely is lacking a way to find tickets which I have been part of - I think.
I can find tickets:
- which were created by me (CreatedUserIDs)
- which have articles with "From: <me>" (From)
...and that's it. Of course I can search for "Watcher is <me>" or Owner, but those are not persistent attributes.
We have many tickets with articles, which get the attributes "From: <customer>" (why? happens on an Agents note or Mail) and/or "From: <groupmailadress>" in articles. If an Agent is not the creator of the ticket, most likely he will not be able to find it.
What we need to be able to search for is THIS articles attribute:
And this cannot be searched for. Thoughts?
best regards
Michael
Searching for" tickets where I (Agent) was involved
Moderator: crythias
-
shostakovich
- Znuny advanced
- Posts: 146
- Joined: 11 Apr 2011, 08:11
- Znuny Version: 3.2.5
Searching for" tickets where I (Agent) was involved
You do not have the required permissions to view the files attached to this post.
-
crythias
- Moderator
- Posts: 10169
- Joined: 04 May 2010, 18:38
- Znuny Version: 5.0.x
- Location: SouthWest Florida, USA
- Contact:
Re: Searching for" tickets where I (Agent) was involved
Of course, you can always search for the agent who owns the ticket, which, according to OTRS, is the most important part of finding yourself related to a ticket.
In general terms, though, unless you are Responsible or Owner or Watcher, your involvement in the ticket is irrelevant because it's not your ticket.
Yes, there's no search that's really good to find you as an article sender, but you can find things by full text or sql query.
In general terms, though, unless you are Responsible or Owner or Watcher, your involvement in the ticket is irrelevant because it's not your ticket.
Of course they can be changed, and if they are, the ticket's contents are not relevant to you if you aren't them any more.shostakovich wrote:"Watcher is <me>" or Owner, but those are not persistent attributes.
Yes, there's no search that's really good to find you as an article sender, but you can find things by full text or sql query.
unless he's the owner...shostakovich wrote:If an Agent is not the creator of the ticket, most likely he will not be able to find it.
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
Please edit your signature to include your OTRS version, Operating System, and database type.
Click Subscribe Topic below to get notifications. Consider amending your topic title to include [SOLVED] if it is so.
Need help? Before you ask
Please edit your signature to include your OTRS version, Operating System, and database type.
Click Subscribe Topic below to get notifications. Consider amending your topic title to include [SOLVED] if it is so.
Need help? Before you ask
-
shostakovich
- Znuny advanced
- Posts: 146
- Joined: 11 Apr 2011, 08:11
- Znuny Version: 3.2.5
Re: Searching for" tickets where I (Agent) was involved
I'm coming from the Agent perspective who may want to search tickets which he has been worked on. This is happening quite often. If he worked on, say, 40 tickets on one day and now needs a quick overview about where he was involved, he can easily find things he is searching for. He cannot do SQL queries and the full text search does not find his name in the article creator field. A simple search like "tickets with article IS [me]" would be great - maybe it should only be possible to do self search, because of privacy issues.