[rt-users] Problem: How to avoid being too helpful, Discuss.

[seph]

> > Also, to clarify the situation, most of the Helpdesk's work is done
> > via email, not the WebUI.  We do have policies indicating that Foo and
> > Bar should take the ticket before responding and to check for
> > conflicts, however long, ingrained habit prohibits this (ref
> > AutoTake).
> 
> Your original suggestion sounded OK to me, but your saying the above
> prompted another idea:
> 
>   1 Foo responds to a ticket.
> 
>   2 AutoTake changes the owner of the ticket to Foo.
> 
>   3 Bar responds to the ticket.
> 
>   4 RT notices that the owner of the ticket has changed since Bar wrote
>     his response, so then does the quarantine cancel/send thing that you
>     previously suggested.

step 4 could be greatly simplified by saying either only allowing the
ticket owner and the requester to correspond on the ticket; or only
allowing them to correspond without the quarantine period.

seph