On 11/09/2012 21:05, Mike Johnson wrote: > In our case, the person that does the work, and the person that resolves > the ticket are the same people, and they are the owner. > > However, if you require having multiple owners of "work" for a single > "request", you could always create children tickets of the original request. > > That way, the person responsible for solving the ticket, can review all > work that is being done on the ticket by looking at the children. That > person can also see who "owns" the children ticket to know who to > contact if something is taking too long to solve.
I agree that this is a good way to do it, especially if you have management who want ticket resolution time performance metrics and so on, because if you do it the other way (each person works on their part of the ticket, and then passes the ticket on to the next person to do this bit) your metrics get a bit messed up; it's hard to determine who actually did the majority of the work, or took the majority of the time, and the person who gets "credit" for resolving the ticket is whoever worked on it and owned it last, which quite often isn't sensible. Child tickets for each person's sub-task are much more amenable to getting such knowledge out later. It *is* more work though, and a lot of my users don't follow this method; we have more than 100 queues, for very different purposes, and I don't impose any particular workflow on anyone. I find the SpawnLinkedTicketInQueue extension helps. Tim -- The Wellcome Trust Sanger Institute is operated by Genome Research Limited, a charity registered in England with number 1021457 and a company registered in England with number 2742969, whose registered office is 215 Euston Road, London, NW1 2BE. -------- Final RT training for 2012 in Atlanta, GA - October 23 & 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs