[rt-users] Possible to chnage owner WITHOUT updating ticket?

[Chris Manly]

Would it work to search/sort on the “last contact” date instead of the “last updated” date?

-- 
Christopher Manly
Coordinator, Library Systems
Cornell University Library Information Technologies
cam2 at cornell.edu
607-255-3344




On 1/30/17, 4:28 AM, "rt-users on behalf of fozzie" <rt-users-bounces at lists.bestpractical.com on behalf of kmarshall at tibus.com> wrote:

    Hi all,
    
    I have an unusual situation and looking for the best solution which I hope
    you can help with!
    
    Currently, we have 3 support Users managing our RT.  1 of those 3 users will
    be deployed to manage the support queue 1 week at a time on a rotation
    basis,  so USER A will do week 1, then next week it is USER B and then USER
    C the week after that.  The other 2 Users not on RT will be carrying out
    other duties so we can only have 1 on at any given time.
    
    At then end of each week, we need to reassign the tickets to the user who
    till be taking over RT the following week.  Let's say USER A has finished RT
    duty on a Friday evening and is then going to handover his work to USER B. 
    Logically, he would just change the owner of all his tickets from USER A to
    USER B.
    
    The problem with that is, the "Last Updated" field will change so when USER
    B starts on Monday morning, he'll see all his tickets last updated date are
    all "3 days ago".
    
    This makes tickets difficult to manage.  We like to know exactly when a
    ticket was last replied to, received from or commented on which helps us to
    prioritise our workload.  Normally just sorting by 'Last Updated' is handy
    so we know which tickets haven't been updated in the longest amount of time.
    
    There are 2 ways I can think of other than the obvious (get more support
    staff).
    
    1) Prevent 'Last Updated' field from updating when a ticket has changed
    owner.  Is this possible?
    
    2) Leave all open tickets unassigned.  (Would prefer to avoid doing this if
    at all possible).
    
    
    Many thanks in advance, I hope I've explained myself well enough!
    
    
    
    
    
    
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