Laura,<br><br>You can also add a new Status value like 'Dev compl' or something that indicates that the ticket is ready to go back to Customer support. Then write a scrip that change the Queue for the ticket back to Custom Support when the status is changed to that value. Make it part of your workflow design.<br>
<br>Kenn<br>LBNL<br><br><div class="gmail_quote">On Mon, Oct 10, 2011 at 9:24 AM, Laura Grella <span dir="ltr"><<a href="mailto:lgrella@acquiremedia.com">lgrella@acquiremedia.com</a>></span> wrote:<br><blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex;">
<br>
Thank you so much Ruslan! This really opened my eyes to how we can change our<br>
procedures for support/developer communications. I will definitely think<br>
through what you have suggested and see how we can put it into use.<br>
<div><div></div><div class="h5"><br>
<br>
<br>
Ruslan Zakirov-2 wrote:<br>
><br>
> Hello Laura,<br>
><br>
> On Mon, Oct 10, 2011 at 6:51 PM, Laura Grella <<a href="mailto:lgrella@acquiremedia.com">lgrella@acquiremedia.com</a>><br>
> wrote:<br>
>><br>
>> Would this scenario be possible:<br>
>><br>
>> We have customer support queue open a ticket, and then the ticket gets<br>
>> sent<br>
>> to Software Development. We don't want software development to ever<br>
>> resolve<br>
>> a ticket if it was originated in the customer support queue. We want it<br>
>> to<br>
>> always end up in customer support so the support staff can first call<br>
>> customer to tell them the work was done.<br>
>><br>
>> Can I remove the resolved button/option if the ticket started in customer<br>
>> support and is not currently in customer support and replace it with a<br>
>> resolved by development button/option if it is owned by development which<br>
>> will cause it to go to the customer support queue where they will then<br>
>> have<br>
>> to real option to resolve the ticket?<br>
><br>
><br>
> In RT 4.0 every status change can be protected with a new right and<br>
> that right can be assigned to groups.<br>
><br>
> However, in such setup I would recommend two alternatives ways for<br>
> support to comunicate with developers.<br>
><br>
> 1) Developer comment required. In support queue supporters add<br>
> developers to AdminCc or Cc of a ticket when they need feedback from<br>
> developers. Setup rights, so developers can only comment on tickets in<br>
> support queue. For developers you setup saved search so they see<br>
> tickets in support queue where they are watchers. Also, you may create<br>
> additional custom field with values: "waiting for developer", "waiting<br>
> for requestor", ... . This way developers never interact with<br>
> customers, supporters bring in developers only when required and take<br>
> care of their awareness.<br>
><br>
> 2) Bug fixing and development. When real development is required,<br>
> supporter creates a ticket in development queue and support request is<br>
> linked to development ticket. This allows you to link multiple support<br>
> requests to one development ticket, so you don't mix customers by<br>
> merging tickets and still tracks one development process through one<br>
> ticket. Developers can access all requests and via comments ask for<br>
> more info. Developers can communicate to each other via development<br>
> ticket. They can split development ticket into if problems are<br>
> different and as well split linked requests accordingly. As well, such<br>
> development ticket can be used to comunicate with Q&A team.<br>
><br>
> For sure it needs more time to setup such thing, but it works much<br>
> better than moving tickets between support and development.<br>
><br>
>> Hope this is clear. Thanks.<br>
>><br>
>> Laura<br>
><br>
> --<br>
> Best regards, Ruslan.<br>
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><br>
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