[rt-users] Who is the owner.

[Mike Johnson]

In our case, the person that does the work, and the person that resolves
the ticket are the same people, and they are the owner.

However, if you require having multiple owners of "work" for a single
"request", you could always create children tickets of the original request.

That way, the person responsible for solving the ticket, can review all
work that is being done on the ticket by looking at the children. That
person can also see who "owns" the children ticket to know who to contact
if something is taking too long to solve.

RT is quite flexible, and there is probably many ways to do this. I just
explained the way we do it, and another way you could do it.

Thanks!
Mike.

On Tue, Sep 11, 2012 at 9:33 AM, Albert Shih <Albert.Shih at obspm.fr> wrote:

> Hi everyone,
>
> Not exactly a technical question but in your configuration who is the owner
> of a ticket ?
>
>         1/ Is the owner is who solve the ticket, meaning who have do the
> «real job»
>
>         or
>
>         2/ the owner is who have the responsibility to ask/do what
> necessary to make
>         the problem solve ?
>
>
> In the first case who have the responsibility of solving the ticket ? And
> how can I make this person appear in the ticket.
>
> In the second case how can I use the «TimeWorked» ?
>
>         Example :
>                 A ticket is owned by Alice
>                 Alice ask Bob to do the job.
>                 Bob use 30 minutes to solve the problem
>                 Alice use 15 minutes to complete the solution
>
>         how can I have a TimeWorked in that case ?
>
> Regards.
>
> JAS
>
>
> --
> Albert SHIH
> DIO bâtiment 15
> Observatoire de Paris
> 5 Place Jules Janssen
> 92195 Meudon Cedex
> Téléphone : 01 45 07 76 26/06 86 69 95 71
> xmpp: jas at jabber.obspm.fr
> Heure local/Local time:
> mar 11 sep 2012 15:24:39 CEST
>
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-- 
Mike Johnson
Datatel Programmer/Analyst
Northern Ontario School of Medicine
955 Oliver Road
Thunder Bay, ON   P7B 5E1
Phone: (807) 766-7331
Email: mike.johnson at nosm.ca
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