Fw: [rt-users] Re: Dealing with ex-employees

[Ben Goodwin]

Woops forgot to cc the list...

----- Original Message ----- 
From: "Ben Goodwin" <ben at atomicmatrix.net>
To: "Damian Gerow" <damian at sentex.net>
Sent: Thursday, January 08, 2004 10:43 AM
Subject: Re: [rt-users] Re: Dealing with ex-employees


> What we do is have an 'incoming' queue where our oncall engineer is
> responsible for keeping cleared.  If a ticket shows up in the queue that's
> not resolved or deleted, they'll either see it or get paged about it (cron
> job).  You could move all the tickets in question to such a queue.. though
> that might destroy any queue-specific keywords - I'm not sure.  That may
> also not work with whatever statistics you're after.  The AdminCC route
> seems ok .. as would setting the owner to nobody and having a process to
> make sure there are no open tickets owned by nobody (we have another
cronjob
> for this).  You'd want to ensure a process where a reopened ticket can't
be
> missed.. so AdminCC'ing everyone and relying on someone to take it doesn't
> seem like a good idea.  Perhaps AdminCC'ing the local team lead/manager
> instead.  Of course you have a different problem is that team lead/manager
> leaves :-)
>
>     -=| Ben
>