[rt-users] Customer Service Workflow

Steve Cochran stephen.cochran at kingarthurflour.com
Mon Jan 14 09:00:16 EST 2008

Yep, we have shifts, and not everyone works every day. Tracking how  
many tickets are resolved is something the powers that be want.

I'm just looking for the easiest way to make sure that no one has to  
go looking for tickets to steal from users that went home or are out  
for the day because they were re-opened by responses from users.

I was thinking the 9pm cron job could just reset any owned, open  
tickets in our general queue to be unowned.


On Jan 13, 2008, at 11:54 PM, Viktor wrote:

> Does your staff work in shifts?
> Are you sure there's no case in which tracking the ticket handler is  
> useful? (some employers tend to award their staff with some bonuses  
> if they do their work in a timely and productive basis).
> If I get it right, you are going to reset ownership at 9pm. each day.
> There might be another solution, namely sessions. RT keeps track of  
> currently logged in users via %session tied hash, along with HTTP  
> cookies.
> You might try to patch lib/RT/Interface/Web.pm (if I recall  
> correctly) or some autohandler to update some (non-persistent,  
> obviously) session parameter (preferably, $session{CurrentUser} 
> {LastActivity}) each time the user makes HTTP request with his cookie.
> When you have user's last activity time, you might apply some  
> assumptions, probably based on amortized analysis: if a user was  
> online 5 minutes ago, he is probably still online.
> It isn't as hard as it sounds. I wonder why Best Practical doesn't  
> register last activities at their RT releases...

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