Reset Owner Link

[SuperDOS]

Hi,

I'm trying to add a link (for example like the link Spam) to Frontend::Agent::Ticket::MenuModule that will reset the owner of the ticket to OTRS Admin just like ForceOwnerReset.pm does but without moving the ticket to another queue.
I've managed to add the link but think I can't use the ForceOwnerModule for this and have to create a new module.

Any help how to approach this?

Thanks

[SuperDOS]

BUMP

[reneeb]

This should help, though it is untested... https://gist.github.com/reneeb/7788a5a8579bc12eb03b

[SuperDOS]

Thanks! will try it.

[SuperDOS]

Hi I've got round to test your code and I get the link, but it says "We are sorry, you do not have permissions anymore to access this ticket in its current state."

The user has full read/write to all groups.
Running it on OTRS 4.0.1

Here's the log

Wed Dec 3 15:12:06 2014 notice OTRS-CGI-09 Permission denied (UserID: 2 'ro' on TicketID: $QData{)!
Wed Dec 3 15:12:06 2014 error OTRS-CGI-09 Need QueueID!
Wed Dec 3 15:12:06 2014 error OTRS-CGI-09 No such TicketID ($QData{)!
Wed Dec 3 15:12:06 2014 error OTRS-CGI-09 No such TicketID ($QData{)!
Wed Dec 3 15:12:06 2014 error OTRS-CGI-09 Column 'queue_id' cannot be null, SQL: 'INSERT INTO ticket_history (name, history_type_id, ticket_id, article_id, queue_id, owner_id, priority_id, state_id, type_id, create_time, create_by, change_time, change_by) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?,
Wed Dec 3 15:12:06 2014 error OTRS-CGI-09 No such TicketID ($QData{)!
Wed Dec 3 15:12:06 2014 error OTRS-CGI-09 No such TicketID ($QData{)!
Wed Dec 3 15:12:06 2014 error OTRS-CGI-09 No such TicketID ($QData{)!
Wed Dec 3 15:12:06 2014 error OTRS-CGI-09 No such TicketID ($QData{)!
Wed Dec 3 15:12:06 2014 error OTRS-CGI-09 No such TicketID ($QData{)!

[crythias]

also Generic Agent.

[reneeb]

For OTRS 4.x you have to replace

Code: Select all

$QData{"TicketID"}

with

Code: Select all

[% Data.TicketID | html %]

[eandrex]

Hi I've got round to test your code and I get the link, but it says "We are sorry, you do not have permissions anymore to access this ticket in its current state."

The user has full read/write to all groups.
Running it on OTRS 4.0.1

Here's the log

Wed Dec 3 15:12:06 2014 notice OTRS-CGI-09 Permission denied (UserID: 2 'ro' on TicketID: $QData{)!
Wed Dec 3 15:12:06 2014 error OTRS-CGI-09 Need QueueID!
Wed Dec 3 15:12:06 2014 error OTRS-CGI-09 No such TicketID ($QData{)!
Wed Dec 3 15:12:06 2014 error OTRS-CGI-09 No such TicketID ($QData{)!
Wed Dec 3 15:12:06 2014 error OTRS-CGI-09 Column 'queue_id' cannot be null, SQL: 'INSERT INTO ticket_history (name, history_type_id, ticket_id, article_id, queue_id, owner_id, priority_id, state_id, type_id, create_time, create_by, change_time, change_by) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?,
Wed Dec 3 15:12:06 2014 error OTRS-CGI-09 No such TicketID ($QData{)!
Wed Dec 3 15:12:06 2014 error OTRS-CGI-09 No such TicketID ($QData{)!
Wed Dec 3 15:12:06 2014 error OTRS-CGI-09 No such TicketID ($QData{)!
Wed Dec 3 15:12:06 2014 error OTRS-CGI-09 No such TicketID ($QData{)!
Wed Dec 3 15:12:06 2014 error OTRS-CGI-09 No such TicketID ($QData{)!

it is because OTRS 4 no longer uses $QData{"TicketID"} you should have specified your version first so reneeb would have gave you a version according to your version.

in your xml

change

Code: Select all

$QData{"TicketID"}

to

Code: Select all

[% Data.TicketID | html %]

[SuperDOS]

I just recently upgraded to OTRS 4 on our test environment, after applying the changes to the XML it works just fine.
Thanks!