[rt-users] Request for comments: Configurable Status

[Les Mikesell]

On Thu, 2004-06-24 at 08:31, Kelly D. Lucas wrote:

>     * demo/installation [Sales Engineers]
>     * system configuration [tech support]
>     * enhancements or tech data [prod mgt]
>     * bugs [dev/SQL]

It seems natural to me to arrange queues according to the
people that do the work and get notifications and move
tickets to the appropriate queue for different stages
of work.  

> 3) So obviously there will be states like fixed, verified, that there 
> won't be for the demo/installation issues.

Can't you move the ticket out of the queue for the people who fix
or verify once it no longer needs their services?  In the appropriate
queue it is either done or not.

>  And in product marketing, 
> they will have states regarding feature enhancements that other groups 
> will not have.

What should happen if you move a ticket into a queue that doesn't
include it's current status as one of the choices?  Marketing people
generally aren't going to 'solve' a problem of feature enhancements.
You need to push such a ticket to a queue watched by developers and
let them send it back when the marketing people have something to
sell.

One thing I've sometimes wanted and haven't figured out an easy
way to accomplish is to include the current owner or perhaps
all the watchers of the current queue as a cc for notifications
even though the ticket is being moved to a queue that doesn't
normally include them and it may subsequently have its ownership
changed too.  For a single user you could add the email as a
cc but it would be nice to be able to use the same group references
you create for permissions as watchers and add-on cc:'s tied
to individual tickets.  Maybe what I'm really asking for in addition
to letting groups be watchers is to to allow a ticket to appear
in multiple queues so instead of moving it out of it's original
queue for special services you could add it into the queue watched
by others in some workflow step without losing track of it yourself.

In case I've missed something, is there currently any way to find
a ticket you've pushed to another queue if you no longer own it or
if you weren't the original owner?  Say something comes in to a
support queue that needs development work to fix and is pushed to
an appropriate queue.  Is there any way for a different support
person to know if those tickets have had any subsequent activity or if
they are being ignored?  Something like 'search for tickets that were
moved out of the support queue but not yet resolved'?  I'd like them
to be generally out of the way while someone else has them but not
completely forgotten.

---
  Les Mikesell
    les at futuresource.com