[rt-users] When an owner is "out of office"

[Rehan van der Merwe]

Hi everyone,

Hopefully someone has put some brain into this before and can suggest how to solve it.

Has anyone found an efficient way of dealing with owners being on leave/away for extended periods.  I want to avoid tickets just lying there for a week or two and the requestor wondering what's going on.

One way would be for the owner to reply to each ticket to send a message to the requester that he will be away for some time.  Another way would be to somehow set the owner's profile as away, but that would involve database changes, thus possibly deviating too far of the standard RT.

How do you address this problem?  Add ticket watchers, maybe.  Queue watchers would probably be more appropriate, but that person will be swamped with the masses of mail to check.  Has anyone made helpful changes to RT that could help solve this?

Regards,

Rehan van der Merwe
Neil Harvey & Associates (Pty) Ltd
http://www.nha.co.za
rehan at nha.co.za
Tel:  +27 21 9504424
Fax: +27 21 9505424