On 2/2/07, Jason Marshall <[EMAIL PROTECTED]> wrote:
> Try next tests:
> * create a ticket, click the open action and look on the dates box
> * create a ticket, click the resolve action and look on the dates box
Hi Ruslan, it does work the way you describe, though what I wanted to do
was auto-open the ticket the first time it's viewed by its owner, if
that's even possible.
The way it is now assumes that people will remember to click "open" as
soon as they start working on a ticket.
Which isn't to say my proposed way is any better, for if someone opens the
ticket to see what it's all about, but they're not prepared to begin
working on it, it will still set the start date on the ticket...
I'm not sure which way is best, but I am leaning toward the current
default behavior...
Depends on your workflow, but I can suggest one sane idea:
* adjust "auto-open" to not open ticket when one of requesters send a
message to new ticket, so messages like "oh, I forgot to add this
info...." wouldn't open ticket
* create a scrip that opens a ticket when people take it and train
your team to take things only when they start working on the problem
I this should work just fine unless you have a sort of "auto-owner"
functionality.
Thanks!!
--
Best regards, Ruslan.
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