Taan,
I'm looking for a way not to change the ticket owner; in case of external support,
I don't want to change the ticket owner to the external person; that's what I mean with
"not loosing control".
* Shall we open a new ticket, make the external person the ticket owner an link this new ticket as child to the original
* somewhere on the wiki there was a patch "split ticket" (before the wiki got spammed again); any experience ?
* any other thought's
Thanks
Wolfgang
>For product support we set the ticket owner as the person who actually
>responds to the request (ie communicates with the customer), and include
>people who are required to add information to a ticket in order to
>resolve it as AdminCCs.
>
>Taan
>
>[EMAIL PROTECTED] wrote:
>>
>> Hi everybody,
>>
>> I'd like to ask for a "best practice":
>>
>> My help helpdesk shall alway have control over the ticket eg be the owner;
>> on the other hand, they may need to involve additional persons (sub
>> contracters, ...)
>> What's the best way to bring them in the game ?
>>
>> Any suggestion welcome
>> Wolfgang
----------------------------------------------------------------------
Wolfgang Fuertbauer (e-Mail: [EMAIL PROTECTED])
EBEWE Pharma
Mondseestrasse 11
4866 Unterach, Austria
Tel +43 7665 8123 315 Mobile: +43 664 8397987
Fax +43 7665 8123 1487
http://www.ebewe.com
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