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

[Jason Marshall]

> 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

It currently behaves like your recommendation.  I replied to the autoreply 
email, and it did not auto-open the ticket.  I don't think I did anything 
special to make that happen -- perhaps it's the default?

> * 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

We tend to assign tickets when they're created, as few of our tickets are 
created from emails from the user community (at this time, anyway).

Thanks for your help Ruslan -- I think I may be able to talk my boss into 
accepting the current (default) behavior as "the best" behavior.

---
Jason Marshall, Unix Geek, Kelman Technologies, Inc., Calgary, AB, Canada.

   From a Sun Microsystems bug report (#4102680):
     "Workaround: don't pound on the mouse like a wild monkey."

   "I have great faith in fools:
      Self confidence my friends call it."  -Edgar Allan Poe