Re: [rt-users] Who is the owner.
On 11/09/2012 21:05, Mike Johnson wrote: 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. I agree that this is a good way to do it, especially if you have management who want ticket resolution time performance metrics and so on, because if you do it the other way (each person works on their part of the ticket, and then passes the ticket on to the next person to do this bit) your metrics get a bit messed up; it's hard to determine who actually did the majority of the work, or took the majority of the time, and the person who gets credit for resolving the ticket is whoever worked on it and owned it last, which quite often isn't sensible. Child tickets for each person's sub-task are much more amenable to getting such knowledge out later. It *is* more work though, and a lot of my users don't follow this method; we have more than 100 queues, for very different purposes, and I don't impose any particular workflow on anyone. I find the SpawnLinkedTicketInQueue extension helps. Tim -- The Wellcome Trust Sanger Institute is operated by Genome Research Limited, a charity registered in England with number 1021457 and a company registered in England with number 2742969, whose registered office is 215 Euston Road, London, NW1 2BE. Final RT training for 2012 in Atlanta, GA - October 23 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs
[rt-users] Who is the owner.
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
Re: [rt-users] Who is the owner.
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