[SOLVED] 3.3.8 : Wrong owner (?) displayed in Zoom window

[kruegerM]

This may be too far "out of the box" - but I'll ask with fingers crossed...

I have developed a "Round Robin" perl script that runs against our OTRS database.
It operates off a table I added to the schema that holds the agen'ts login and a "assigned" Y/N field.
It looks for tickets assigned to "Admin OTRS", then looks at the custom table for an "assigned=N" user
It looks up the id of the user in the OTRS 'users' table based on the login selected
It changes the user_id in the 'ticket' table to be the the id found
It marks that user "assigned=Y" in the custom table and moves to the next ticket, if exists

Tickets are assigned; I can search in the interface on a given agent and see their tickets. However, some of the tickets, when I view the 'zoom' information - the owner still shows as 'Admin OTRS'. If I query the database, the user_id in the 'ticket' table shows the correct user.
I'm stumped on why the data display would still show 'Admin OTRS' - and only part of the time.

I realize by modifying the database with a script I have ventured WAY off the path, but still hoping someone knows where the 'Owner' data in the zoom window is selected and where I went amiss.

Thanks

Mark
National Jewish Health

[jojo]

Never write to the database directly!

Please use only the methods provided by the API or via webservices

[kruegerM]

thanks for the quick response; had a feeling this was going to be the answer.
so I can search ... just a matter of figuring out the round-robin using api/web services.

--------------------------------------------------

So once I get who the new user should be, I send an email to OTRS with
subject = ticket title + "Round Robin Assignment"
header info of X-OTRS-OwnerID = <new_user_id>

OTRS should match by the title as a followup ... and hopefully change the owner as directed by the X-header......
gotta love the drawing board


M

[crythias]

also cacheing...

[jojo]

What about using a webeservice?

[kruegerM]

actually hadn't looked at webservices before ... I like
this is definitely the way to hit it.
thanks again!

[kruegerM]

Again my thanks - using the API/webservice is better than I could have anticipated. And on top of it all, we get a notification email going out to the new ticket owner about the reassignment. Very Very nice.

ok, I know almost what's going on. System is once again displaying the owner as 'Admin OTRS' even though it's been reassigned, this time using the API. Database shows the correct user_id but GUI shows 'Admin OTRS'. If I run otrs.DeleteCache.pl, everything displays correctly.