Thank you so much Ruslan! This really opened my eyes to how we can change our procedures for support/developer communications. I will definitely think through what you have suggested and see how we can put it into use.
Ruslan Zakirov-2 wrote: > > 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 > > -- View this message in context: http://old.nabble.com/New-state---Developer-resolved-tp32625025p32625677.html Sent from the Request Tracker - User mailing list archive at Nabble.com. -------- 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
