In our case, the person that does the work, and the person that resolves the ticket are the same people, and they are the owner.
However, if you require having multiple owners of "work" for a single "request", you could always create children tickets of the original request. That way, the person responsible for solving the ticket, can review all work that is being done on the ticket by looking at the children. That person can also see who "owns" the children ticket to know who to contact if something is taking too long to solve. RT is quite flexible, and there is probably many ways to do this. I just explained the way we do it, and another way you could do it. Thanks! Mike. On Tue, Sep 11, 2012 at 9:33 AM, Albert Shih <albert.s...@obspm.fr> wrote: > Hi everyone, > > Not exactly a technical question but in your configuration who is the owner > of a ticket ? > > 1/ Is the owner is who solve the ticket, meaning who have do the > «real job» > > or > > 2/ the owner is who have the responsibility to ask/do what > necessary to make > the problem solve ? > > > In the first case who have the responsibility of solving the ticket ? And > how can I make this person appear in the ticket. > > In the second case how can I use the «TimeWorked» ? > > Example : > A ticket is owned by Alice > Alice ask Bob to do the job. > Bob use 30 minutes to solve the problem > Alice use 15 minutes to complete the solution > > how can I have a TimeWorked in that case ? > > Regards. > > JAS > > > -- > Albert SHIH > DIO bâtiment 15 > Observatoire de Paris > 5 Place Jules Janssen > 92195 Meudon Cedex > Téléphone : 01 45 07 76 26/06 86 69 95 71 > xmpp: j...@jabber.obspm.fr > Heure local/Local time: > mar 11 sep 2012 15:24:39 CEST > > -------- > Final RT training for 2012 in Atlanta, GA - October 23 & 24 > http://bestpractical.com/training > > We're hiring! http://bestpractical.com/jobs > -- Mike Johnson Datatel Programmer/Analyst Northern Ontario School of Medicine 955 Oliver Road Thunder Bay, ON P7B 5E1 Phone: (807) 766-7331 Email: mike.john...@nosm.ca
-------- Final RT training for 2012 in Atlanta, GA - October 23 & 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs
