[rt-users] Customer Service Workflow

Steve Cochran stephen.cochran at kingarthurflour.com
Tue Jan 15 09:49:17 EST 2008

I was referring to what happens when a customer responds to a ticket  
marked closed. If I own a ticket, respond and mark it closed, if the  
user responds again it will be reopened and still be owned by me.

Most of our email requests from customers require only a single  
response. So one thought I've had is to create a scrip that  
automatically marks a request closed with every response. Then create  
another scrip that triggers if a ticket is reopened that changes the  
owner to nobody.

Not all of those triggers and actions are already defined, but it  
shouldn't be too hard to code them.


On Jan 14, 2008, at 11:01 PM, Todd Chapman wrote:

> I don't follow.
> On 1/14/08, Steve Cochran <stephen.cochran at kingarthurflour.com> wrote:
> One of the problems is that any ticket that is closed but responded to
> is also owned by the first person to respond. So even if the logout
> code cleared any tickets they owned, more worried about tickets that
> become owned when they aren't there.
> Steve
> On Jan 14, 2008, at 11:58 AM, Todd Chapman wrote:
> > 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.
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