[rt-users] Best practices?
srl at mail.boston.com
Tue Dec 11 04:31:29 EST 2001
On Mon, Dec 10, 2001 at 12:00:04PM -0800, Jeremy Freeman (j.freeman at sporg.com) wrote:
> It would be very valuable to me (and many other probably) to get some
> submissions on how different organizations are using RT. Specifically:
> when does someone take a ticket?
> when do they change a ticket from new to open?
> when do you resolve a ticket?
> how do you have your scrips setup?
Here, we have one person who's assigned to do ticket triage when
tickets come in. That person assigns a ticket to someone
and changes the ticket from new to open. The new owner of the
ticket works on the problem and then either closes the ticket
or corresponds with the requestor to make sure the problem's
fixed before closing the ticket.
(This is internal company support for us.)
Shane Landrum (srl AT boston DOT com) Software Engineer, boston.com
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