[rt-users] Set started date upon opening+owning of a ticket

[Ruslan Zakirov]

On 2/2/07, Jason Marshall <jasonm at kelman.com> wrote:
> > Try next tests:
> > * create a ticket, click the open action and look on the dates box
> > * create a ticket, click the resolve action and look on the dates box
>
> Hi Ruslan, it does work the way you describe, though what I wanted to do
> was auto-open the ticket the first time it's viewed by its owner, if
> that's even possible.
>
> The way it is now assumes that people will remember to click "open" as
> soon as they start working on a ticket.
>
> Which isn't to say my proposed way is any better, for if someone opens the
> ticket to see what it's all about, but they're not prepared to begin
> working on it, it will still set the start date on the ticket...
>
> I'm not sure which way is best, but I am leaning toward the current
> default behavior...
Depends on your workflow, but I can suggest one sane idea:
* adjust "auto-open" to not open ticket when one of requesters send a
message to new ticket, so messages like "oh, I forgot to add this
info...." wouldn't open ticket
* create a scrip that opens a ticket when people take it and train
your team to take things only when they start working on the problem

I this should work just fine unless you have a sort of "auto-owner"
functionality.

>
> Thanks!!
>
-- 
Best regards, Ruslan.