The issue is, how do i find the owner of a ticket or incident in itop.
NB: 1. The owner in this context means, the user who created the ticket or incident.
2. Not the Agent or Caller but the owner of the ticket or incident..
Counting on your help!
Thanks in advance
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You will have to do query some of the "priv_change" and "priv_changeop_XX" tables and come up with a query for that as the "user who created the ticket" isn't store in the Tickets table.
You'll have stitch together all those tables and then link them to the Ticket's table into a query (or even better into a View) to be able to see what you want.
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If you can access the database, you could execute:
select objkey, objclass, userinfo from priv_change P join priv_changeop O on P.id = O.id WHERE optype='CMDBChangeOpCreate' AND objclass IN ('UserRequest', 'Incident');
to know who created each ticket;
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I have the same issue, but when I'm trying to execute the following statement:
SELECT priv_change
I get the following error:
An error occured while running the query: Unknown class, found 'priv_change' in: SELECT priv_change
so any ideas??
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The issue is, how do i find the owner of a ticket or incident in itop.
NB: 1. The owner in this context means, the user who created the ticket or incident.
2. Not the Agent or Caller but the owner of the ticket or incident..
Counting on your help!
Thanks in advance
You will have to do query some of the "priv_change" and "priv_changeop_XX" tables and come up with a query for that as the "user who created the ticket" isn't store in the Tickets table.
You'll have stitch together all those tables and then link them to the Ticket's table into a query (or even better into a View) to be able to see what you want.
If you can access the database, you could execute:
select objkey, objclass, userinfo from priv_change P join priv_changeop O on P.id = O.id WHERE optype='CMDBChangeOpCreate' AND objclass IN ('UserRequest', 'Incident');
to know who created each ticket;
I have the same issue, but when I'm trying to execute the following statement:
SELECT priv_change
I get the following error:
An error occured while running the query: Unknown class, found 'priv_change' in: SELECT priv_change
so any ideas??
priv_change is not a class, but a table in your database. Its not OQL but SQL.