[rt-users] New state - Developer resolved

Laura Grella lgrella at acquiremedia.com
Mon Oct 10 12:24:08 EDT 2011

Thank you so much Ruslan! This really opened my eyes to how we can change our
procedures for support/developer communications. I will definitely think
through what you have suggested and see how we can put it into use.

Ruslan Zakirov-2 wrote:
> Hello Laura,
> On Mon, Oct 10, 2011 at 6:51 PM, Laura Grella <lgrella at acquiremedia.com>
> wrote:
>> Would this scenario be possible:
>> We have customer support queue open a ticket, and then the ticket gets
>> sent
>> to Software Development. We don't want software development to ever
>> resolve
>> a ticket if it was originated in the customer support queue. We want it
>> to
>> always end up in customer support so the support staff can first call
>> customer to tell them the work was done.
>> Can I remove the resolved button/option if the ticket started in customer
>> support and is not currently in customer support and replace it with a
>> resolved by development button/option if it is owned by development which
>> will cause it to go to the customer support queue where they will then
>> have
>> to real option to resolve the ticket?
> In RT 4.0 every status change can be protected with a new right and
> that right can be assigned to groups.
> However, in such setup I would recommend two alternatives ways for
> support to comunicate with developers.
> 1) Developer comment required. In support queue supporters add
> developers to AdminCc or Cc of a ticket when they need feedback from
> developers. Setup rights, so developers can only comment on tickets in
> support queue. For developers you setup saved search so they see
> tickets in support queue where they are watchers. Also, you may create
> additional custom field with values: "waiting for developer", "waiting
> for requestor", ... . This way developers never interact with
> customers, supporters bring in developers only when required and take
> care of their awareness.
> 2) Bug fixing and development. When real development is required,
> supporter creates a ticket in development queue and support request is
> linked to development ticket. This allows you to link multiple support
> requests to one development ticket, so you don't mix customers by
> merging tickets and still tracks one development process through one
> ticket. Developers can access all requests and via comments ask for
> more info. Developers can communicate to each other via development
> ticket. They can split development ticket into if problems are
> different and as well split linked requests accordingly. As well, such
> development ticket can be used to comunicate with Q&A team.
> For sure it needs more time to setup such thing, but it works much
> better than moving tickets between support and development.
>> Hope this is clear. Thanks.
>> Laura
> -- 
> Best regards, Ruslan.
> --------
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