[rt-users] Open but owned by Nobody

[Nicolas Kravec (QC/EMC)]

Question for you,

My techs use the "Quick Search" New items from the main page, however, when a customer replies to their own ticket before it was opened by a tech, then the ticket is moved out of the "New" column because it is now open but owned by Nobody.  Now these tickets end up in the "Open" column and end up getting lost for a while until I change the status back to "New".    Has anyone else come across this situation?   If so, do you have any suggestions to avoid this?

Thanks,


Nicolas Kravec
2G/3G Development Environment Support
Ericsson Canada inc.
Tel: +1 (514) 345 7900 x2302
Fax: +1 (514) 345 6113
Mailto:nick.kravec at ericsson.ca


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