[rt-users] Re: Dealing with ex-employees

[Damian Gerow]

Thus spake Roger B.A. Klorese (rogerk at queernet.org) [07/01/04 15:09]:
> I don't get it -- wouldn't you requeue all tickets to whoever takes on their
> responsibilities?  Given that old tickets can be reopened by mail, that
> seems the only foolproof way to assure they get handled.

What if no one specific person takes on their responsibilities?  We have a
team of about ten CSR's here who answer the phone (we're a small ISP) --
when a CSR leaves, we don't hire another one on to fill his shoes, they're
just another member of the team.  All of them/us work together to resolve
all the tickets and answer all the calls, no one person is delegated a
specific subset of customers.

I *think* what we'll wind up doing is a custom Scrip action.  The reason
is...

Bob works here.  Bob, over the course of his employment, takes and resolves
two thousand tickets.  Bob leaves.

If we re-assign all of Bob's tickets, that works.  But then for *every*
employee who leaves (remember, CSR's have an average turnaround of 6-8
months), we have to:

    - change their e-mail address
    - remove all rights
    - possibly change their password
    - search for and re-assign all their tickets

However, if we set up a custom Scrip action that makes sure the owner of the
ticket being corresponded on is allowed to be granted rights, then we don't
need to re-assign anything, and we can look back and say, 'Hey, Bob resolved
2000 tickets in two years, Sally resolved 1000 tickets in six months, and
Steve resolved sixty tickets in one month.'  Not sure *what* we'd do with
this information, but it'd still be there.  :)

(No, those numbers aren't even close to accurate.)

So with the custom Scrip action, we just have to:

    - change their e-mail address
    - remove all rights
    - possibly change their password

That saves a little bit o' time, and is one less thing to forget.