On Jul 27, 2009, at 11:57 AM, Kevin Falcone wrote: >> Obviously I can change that, but forcing people to take ownership >> of a >> ticket (multiple steps) just to answer a customer and close the >> ticket >> is bad. Never make it harder for a support person to do their >> job :-( > > If you have TakeTicket there should be links to own a ticket in one > click. > Taking a ticket from person A and giving it to person B is indeed a > long laborious process, but grabbing a ticket to work on shouldn't be.
The problem is that anywhere from 2 to 22 people can work on a ticket throughout it's lifetime, and it's not a "think about who owns it kind of thing". It's just "in the queue, answer it next" methodology for most tickets. So a person will click to open a ticket, then click to reply... then realize they need to take ownership to resolve it and have to back out, steal the ticket and then reply. > And, to confirm, ModifyTicket is required to resolve a ticket. > ModifyTicket has long been up for discussion for breaking into > multiple rights, but it needs to be done right and be backwards > compatible. Because this topic matters to me a lot, if you'd be willing to toss out requirements for the patch I might be able to take it on next week, after I do the long-delayed mail headers rewrite. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
