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<p style="margin-bottom:12.0pt"><span style="font-size:10.0pt">Two thoughts:<br>
<br>
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.<br>
<br>
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).<br>
<br>
Jim<br>
<br>
-----Original Message-----<br>
From: rt-users-bounces@lists.bestpractical.com [<a href="mailto:rt-users-bounces@lists.bestpractical.com">mailto:rt-users-bounces@lists.bestpractical.com</a>] On Behalf Of Rainer Duffner<br>
Sent: Monday, August 26, 2013 10:10 AM<br>
To: Ruslan Zakirov<br>
Cc: RT users<br>
Subject: Re: [rt-users] Technician on vacation status<br>
<br>
Am Mon, 26 Aug 2013 16:57:40 +0400<br>
schrieb Ruslan Zakirov <ruz@bestpractical.com>:<br>
<br>
> On Thu, Aug 22, 2013 at 2:20 AM, Max McGrath <mmcgrath@carthage.edu><br>
> wrote:<br>
><br>
> > Hi all -<br>
> ><br>
> > Running RT 4.0.16. Was talking with a co-worker today about this.<br>
> > I was wondering if there is anything that can be put in place<br>
> > (easily) for when a person is out of the office for a long time.<br>
> ><br>
> > For instance , if a person is out on vacation for two weeks and not<br>
> > everybody is aware, maybe RT shouldn't allow tickets to be given to<br>
> > this person?<br>
> ><br>
> > Not sure if this is possible...or even a good idea. Just a thought.<br>
> ><br>
> I havn't seen an extension for RT that helps with vacations and would<br>
> be cool to get one.<br>
<br>
<br>
I have never tried this, but what happens if:<br>
<br>
- that user is disabled?<br>
- if that user has any old tickets in "waiting for feedback status"<br>
and then the tickets acutally get feedback and the user is disabled?<br>
<br>
Disabling the user is harsh - but at least, nobody will be able to assign new tickets to the user.<br>
<br>
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.<br>
<br>
I would be really interested to know how organizations with a large number of privileged RT users handle this.<br>
<br>
<br>
</span><o:p></o:p></p>
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