[Rtir] Assign tickets to "groups" rather than "users"
fjmartinez at csi.uned.es
Tue Apr 24 06:11:15 EDT 2012
In my distribution/release 3.4.5 (it is old but fully functional and it
made it work fine for a lot of years, and if something works ...don't
touch it) it can be done when you open a ticket: ticket metadata - Basic
- Queu. I was wondering that your release could be diferent.
El 24/04/2012 11:20, Matt Newham escribió:
> Perhaps I am missing something, however I can't seem to find anywhere
> on the basic ticket properties that allow me to move a ticket into a
> particular queue? I have only been able to achieve this using the
> constituency field and creating queues matching the constituency options?
> On 24 April 2012 10:07, Javier Martínez <fjmartinez at csi.uned.es
> <mailto:fjmartinez at csi.uned.es>> wrote:
> There is a way to achieve this, first you need to create a new
> queu, then you had to give permissions to this queu only for for
> the people that you want. Then move the ticket at this queu (this
> could be done in the basic propierties of the ticket), it is
> important that it had to be assigned to nobody.
> You can play with the CC and CCa roles too.
> Cheers from Spain.
> El 24/04/2012 10:39, Matt Newham escribió:
>> I'm wondering if it is possible to assign tickets to a group of
>> people rather than a single person. For example, I have a
>> workflow where analysts create tickets when they find something
>> suspicious, if this turns into a reportable incident, they will
>> raise an incident report, attach an "incident article" containing
>> the details of the incident in a more formal manner then assign
>> to a senior team member for review. Can the tickets be assigned
>> to a certain group of people? I can only seem to find assign to
>> "nobody in particular" which sort of solves the problem however
>> everyone can then see the ticket?
>> Matt Newham
>> Rtir mailing list
>> Rtir at lists.bestpractical.com <mailto:Rtir at lists.bestpractical.com>
> Javier Martinez e-mail:fjmartinez at csi.uned.es <mailto:fjmartinez at csi.uned.es>
> Centro Tecnologico Universitario UNED - CENTRO SISTEMAS INFORMATICOS
> AREA DE COMUNICACIONES Y SEGURIDAD
> Urbanización Monte Rozas Tfno:(+34) 91398-9801 <tel:%28%2B34%29%2091398-9801>
> Avda. de Esparta, 9 Fax:(+34) 91398-9006 <tel:%28%2B34%29%2091398-9006>
> Ctra. del Escorial Km.5
> 28232 Las Rozas (Madrid)
> GPS: N +40°30'47.40", W -3°55'3.72
> Rtir mailing list
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> Matt Newham
Javier Martinez e-mail: fjmartinez at csi.uned.es
Centro Tecnologico Universitario UNED - CENTRO SISTEMAS INFORMATICOS
AREA DE COMUNICACIONES Y SEGURIDAD
Urbanización Monte Rozas Tfno: (+34) 91398-9801
Avda. de Esparta, 9 Fax: (+34) 91398-9006
Ctra. del Escorial Km.5
28232 Las Rozas (Madrid)
GPS: N +40°30'47.40", W -3°55'3.72
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