Hello Laura, On Mon, Oct 10, 2011 at 6:51 PM, Laura Grella <[email protected]> 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. -------- RT Training Sessions (http://bestpractical.com/services/training.html) * San Francisco, CA, USA October 18 & 19, 2011 * Washington DC, USA October 31 & November 1, 2011 * Barcelona, Spain November 28 & 29, 2011
