[rt-users] Customer Service Workflow

Todd Chapman todd at chaka.net
Mon Jan 14 11:58:04 EST 2008

You could have the person log out of RT before they leave. Then have the RT
logout code give all that person's tickets to Nobody.

On 1/14/08, Steve Cochran <stephen.cochran at kingarthurflour.com> wrote:
> 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.
> Steve
> 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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