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osTicket v1.10 (stable) and Maintenance Release v1.9.15 are now available! Go get it now

Change ticket owner?

edited February 2014 in General Discussions
Hi Guys,

again another question by me :D

Since we didn't use osTicket since the beginning of our company (how the hell was that possible anyway) we often get emails from previous customer to our own "private" company email addresses. The purpose from this emails should be for internal usage only from now on, so we want to communicate with our customers only from osTicket since a couple of weeks. 
I've told my colleagues to forward the email to osTicket, so that a new ticket gets created.

But here comes the tricky part:
Somehow it's not possible to change the ticket owner.
image
(@tractive.com is my company email, from which i've forwarded the customer request)
Let's say the user John Die exists, I assume that there should be a drop down list or something else. But nothing happens.

For now there's only the workaround to create a new ticket and close this one, but if the user already exists the problem reoccurs.
So therefore i can only create new tickets for user that don't exist in the system.

Maybe you can help me out.

best regards,
Andi

Comments

  • Have you tried searching for the email address?
  • Yes, nothing happens.
  • I cannot replicate the behavior that you have reported. This works fine for me across multiples installations.

    Please help us to help you by reading and following the posting guidelines located in this thread: Please read before requesting assistance.  The more information you give us the better we will be able to assist you. Thank you.

    Please also consult your PHP error log and web server error log and post anything that you think might be pertinent to the problem that you are experiencing.
  • Got the same problem here.
    User exists, but when i trie to search nothing happens.

    Server Information
    osTicket Version v1.9.5 (ecb4f89)
    Web Server Software nginx/1.4.6
    MySQL Version 5.0.67
    PHP Version 5.5.9-1ubuntu4.4
    PHP Extensions
    gdlib Used for image manipulation and PDF printing
    imap Used for email fetching
    xml XML API
    xml-dom Used for HTML email processing
    json Improves performance creating and processing JSON
    mbstring Highly recommended for non western european language content
    phar Highly recommended for plugins and language packs
    fileinfo Used to detect file types for uploads
    PHP Settings
    cgi.fix_pathinfo "1" is recommended if AJAX is not working
    date.timezone UTC



    PHP Error log entries or displayed errors: none
    Mail Sending: phpMail
    Mail Fetching/Receiving: IMAP
    Staff side of the UI

    Any help?

    kind regards,
    Viepie

  • edited January 2015
    Beside the error of changing the owner, following a simple suggestion to deal with the emails that will be send directly to your email account and not to osTicket:

    Just grant access to the ticket inbox and add then that shared inbox for you and your team members, so when you then receive a mail, just move the mail to the shared ticket inbox and the ticket will automatically be created under the name and email address of the original sender ;)

    Since we deal often with that issue, that's our way to get around this.
  • This is what I get when open my developer console in my browser and start typing in the textfield to seach a user:

    400 (Bad Request)
    tickets.php?id=77:5 

    kind regards
    ViePie

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