[SOLVED] I am the owner of all open tickets via email.

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amdkryn
OTRS wizard
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Joined: 02 Oct 2012, 02:52
OTRS Version?: 5.0.27

[SOLVED] I am the owner of all open tickets via email.

Post by amdkryn »

Hi,

Whenever someone opens a ticket by e-mail I get to be the owner rather than the user "Admin OTRS." Anyone know how to fix this?
Open tickets by phone gives no problem.

I'm using version 3.1.11

Sorry for my poor English.
Last edited by amdkryn on 23 Aug 2013, 03:11, edited 1 time in total.
OTRS version 5.0.27 (With ITSM), Operating System OpenSuse 12 with Mysql.

crythias
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Re: I am the owner of all open tickets via email.

Post by crythias »

Assign a different owner.

No, seriously. Email tickets are *you* creating a ticket as (default: you) owner for the correspondence.
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amdkryn
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Re: I am the owner of all open tickets via email.

Post by amdkryn »

I could not explain properly.

Tickets opened by any user, I get owned.
OTRS version 5.0.27 (With ITSM), Operating System OpenSuse 12 with Mysql.

crythias
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Re: I am the owner of all open tickets via email.

Post by crythias »

Did you change the default root@localhost to you/your email?
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amdkryn
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Re: I am the owner of all open tickets via email.

Post by amdkryn »

Probably ... where is this setting? Can you tell me, please?

The user root@localhost changed to another email (within agents), but not changed to my e-mail. (Admin > Agents).
crythias wrote:Did you change the default root@localhost to you/your email?
OTRS version 5.0.27 (With ITSM), Operating System OpenSuse 12 with Mysql.

ferrosti
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Re: I am the owner of all open tickets via email.

Post by ferrosti »

Have a look at your database, user table. Is your agent user running with id 1?
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amdkryn
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OTRS Version?: 5.0.27

Re: I am the owner of all open tickets via email.

Post by amdkryn »

ferrosti wrote:Have a look at your database, user table. Is your agent user running with id 1?
How to see if this changed in the database? Can you help me?
OTRS version 5.0.27 (With ITSM), Operating System OpenSuse 12 with Mysql.

ferrosti
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Re: I am the owner of all open tickets via email.

Post by ferrosti »

Well, take the mySQL client of your choice (e.g. mySQL Workspace), open the users table and look, whether your user has got id = 1;
openSuSE on ESX
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Customer Service: OTRS 3.0 (upgraded from 2.3)
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crythias
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Re: I am the owner of all open tickets via email.

Post by crythias »

or just look at the agents list in the web interface. Clicking or hovering over the agent will tell you the agent's id:
otrs/index.pl?Action=AdminUser;Subaction=Change;UserID=3;Search=
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amdkryn
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Re: I am the owner of all open tickets via email.

Post by amdkryn »

crythias wrote:or just look at the agents list in the web interface. Clicking or hovering over the agent will tell you the agent's id:
otrs/index.pl?Action=AdminUser;Subaction=Change;UserID=3;Search=

Thank you for the tip ... I was studying how to find this information in mysql .. ;)

index.pl?AdminUserAction=;Subaction=Change;UserID=1;Search= this with the correct account and receive emails (which was the root and I renamed).

The file /opt/otrs/var/cron/aaa_base was as root@localhost and I had changed to my e-mail (which is not the same as email UserID=1). Can it be the problem? My UserID is 2.
OTRS version 5.0.27 (With ITSM), Operating System OpenSuse 12 with Mysql.

crythias
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Re: I am the owner of all open tickets via email.

Post by crythias »

amdkryn wrote:index.pl?AdminUserAction=;Subaction=Change;UserID=1;Search= this with the correct account and receive emails (which was the root and I renamed).
That's the problem.
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ferrosti
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Re: I am the owner of all open tickets via email.

Post by ferrosti »

User ID 1 is meant to be used for the OTRS system user only. That is why everything is assigned to you, since you made yourself a system user.
openSuSE on ESX
IT-Helpdesk: OTRS 3.0
Customer Service: OTRS 3.0 (upgraded from 2.3)
Customer Service (subsidiary): OTRS 3.0
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amdkryn
OTRS wizard
Posts: 185
Joined: 02 Oct 2012, 02:52
OTRS Version?: 5.0.27

Re: I am the owner of all open tickets via email.

Post by amdkryn »

But my email is different, instead of the root account or changed to the same account that receives emails from OTRS to open tickets. My e-mail only appears as the owner if the ticket is opened by email.
OTRS version 5.0.27 (With ITSM), Operating System OpenSuse 12 with Mysql.

amdkryn
OTRS wizard
Posts: 185
Joined: 02 Oct 2012, 02:52
OTRS Version?: 5.0.27

Re: I am the owner of all open tickets via email.

Post by amdkryn »

I finally found the answer. I had configured the PostmasterUserID with my user ID (which is 2) in (Core::PostMaster). Changed to 1 and problem solved.

thank you
OTRS version 5.0.27 (With ITSM), Operating System OpenSuse 12 with Mysql.

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