[rt-users] Re-Assigning a Ticket

James Wade jkwade at FutureFrontiers.com
Tue Oct 10 18:24:40 EDT 2000


Thanks, I modified the code so that
Owner comes up with only Nobody on
Ticket Creation, so now I can assign
the owner once it comes in.

Another question for the group. We
want to try to use this to track
time.. ie.. How many hours a technician
is spending to fix a problem so that
we can pay our hourly staff based upon
this and also know when we need to
add more staff.

Is there any way to do this or is this
a future release issue?


-----Original Message-----
From: rt-users-admin at lists.fsck.com
[mailto:rt-users-admin at lists.fsck.com]On Behalf Of Feargal Reilly
Sent: Tuesday, October 10, 2000 2:15 PM
To: rt-users at lists.fsck.com
Subject: Re: [rt-users] Re-Assigning a Ticket 

> Hello All,
> I am trying to re-assign a ticket
> and it says that I must steal the
> ticket first.

To give a ticket to somebody it must either be yours, or unassigned.
So first steal the ticket, so that it's yours, and then reassign it.
Messy, but that's how it works at present.

> I am admin of the queue. How do
> I re-assign the Owner of a Ticket?
> Also,  I want owner's to be only
> technical staff not the requester,
Normally the owner is not the requestor. If it is, then somebody is setting
that way, and you've some policy implementation required, methinks.

> and I want us to assign the ticket
> not the end-user. Is there any way
> to set this.
At present, no, the code should be hackable so that the 'Give to' option on 
the request form is either not displayed, or does nothing. Remind me, and
look at the code when I've time.

On a general note,
What's the status with RT2? 
I know the alpha was realeased just before I went on holidays, so I haven't 
gotten to play with it yet.
I believe it includes an Oracle port, and that PostgreSQL support is just 
around the overdue corner, but I've been off-list.

Jesse, and updates?


Feargal Reilly,
Systems Administrator,
The CIA.

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