Two thoughts: 1. At our site we have a cron job which checks for new tickets which have been sitting around for N hours and don't have a future start date. If any are found, an email goes out to the owner and her manager and the RT admin with a ticket summary. This fails if all 3 are out, but has worked reasonably well, and does not depend on the accuracy of our electronic whiteboard.
2. If it is possible to determine from an RT Scrip if a staff member is on vacation, then one could have a scrip with a custom condition checking if the transaction is assigning ownership to someone who is out. If so, alert some key players. (We have the Send Email action installed for a similar situation). Jim -----Original Message----- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Rainer Duffner Sent: Monday, August 26, 2013 10:10 AM To: Ruslan Zakirov Cc: RT users Subject: Re: [rt-users] Technician on vacation status Am Mon, 26 Aug 2013 16:57:40 +0400 schrieb Ruslan Zakirov <r...@bestpractical.com>: > On Thu, Aug 22, 2013 at 2:20 AM, Max McGrath <mmcgr...@carthage.edu> > wrote: > > > Hi all - > > > > Running RT 4.0.16. Was talking with a co-worker today about this. > > I was wondering if there is anything that can be put in place > > (easily) for when a person is out of the office for a long time. > > > > For instance , if a person is out on vacation for two weeks and not > > everybody is aware, maybe RT shouldn't allow tickets to be given to > > this person? > > > > Not sure if this is possible...or even a good idea. Just a thought. > > > I havn't seen an extension for RT that helps with vacations and would > be cool to get one. I have never tried this, but what happens if: - that user is disabled? - if that user has any old tickets in "waiting for feedback status" and then the tickets acutally get feedback and the user is disabled? Disabling the user is harsh - but at least, nobody will be able to assign new tickets to the user. In my organization, people just send an email to everybody when they are away for a longer time...obviously not a solution for a company with 30k active RT users. I would be really interested to know how organizations with a large number of privileged RT users handle this.
