[rt-users] Customer Service Workflow

[Steve Cochran]

In setting up RT for our CS group, one question about workflow entered  
the discussion. Requests from customers are very minimal, not  
requiring lots of time or followup.

Assuming that, I think most tickets would be closed after the first  
answer. This would be easy to do with a Scrip. But when/if the user  
responds, the ticket is reopened but still owned by the first  
responder. This could also be changed to be unowned again by a scrip  
I'm guessing.

Reopened tickets being unowned is important in case the first person  
to respond has gone home or is off when the ticket reopens. But if  
they are still there, it would be nice if it was routed to them.

How do most people handle this workflow? Ideally, if the CS staff is  
still working, leave it assigned to them, otherwise make it unowned. I  
was considering a cron job that would make all open tickets unowned  
every night after 9pm when our staff leaves for the day.

Thoughts?

Steve