[rt-users] Default Ticket Owner?

[Eric Horne]

Be careful about doing this!

We started down that path and quickly discovered that tickets weren't 
getting addressed because the guy we were defaulting to was on vacation 
and no one else knew about the tickets. A "on vacation" concept was 
considered, but ultimately we did something else.

We ended up writing a scrip that automatically assigns ownership to the 
first AdminCC watcher to respond to the ticket. All new tickets generate 
a notification to all AdminCC watchers. This has three benefits: it 
provides flexibility in terms of who gets ownership, it exposes the 
request to multiple people (faster response time), and users get a more 
personalized response indicating someone will be working on it.

For example, a ticket is submitted to the FOO queue. All the adminCCs 
get notified. One adminCC responds with "I'll work on this in 15 
minutes. But I have a question first..." which a) assigns the ticket to 
the responder, b) opens the ticket, and c) provides useful feedback to 
the requestor that someone is doing something.

It's worked out fairly well so far, and it was pretty easy to implement.

-Eric


Drew Barnes wrote:
> You could modify a queue-specific scrip to do this.  I believe examples 
> are in the wiki under Contributions.
> 
> Goddard Lee wrote:
> 
>> I would like to have a default owner for tickets created in a specific 
>> queue, potentially just for those created via e-mail.
>> Is there a standard means of doing this?
>> My mail config is fine, but I'm about to hack it to add an --owner 
>> option to the existing --url and --queue.
>> Something tells me I'll be doing a Bad Thing.
>>
>> Thanks in advance
>>
>>
>> Lee Goddard
>> Internet Application Analysis/Development
>> European Aviation Safety Agency
>> Administrative Directorate
>>
>> E: Lee.Goddard at EASA.EU.int T: +49 221 89990 3221
>> F: +49 221 89990 3721
>> W: www.easa.eu.int
>> :: Ottoplat 1, D-50679 Köln, Germany
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