Re: [rt-users] Set started date upon opening+owning of a ticket
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... Thanks!! --- Jason Marshall, Unix Geek, Kelman Technologies, Inc., Calgary, AB, Canada. From a Sun Microsystems bug report (#4102680): Workaround: don't pound on the mouse like a wild monkey. I have great faith in fools: Self confidence my friends call it. -Edgar Allan Poe ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Set started date upon opening+owning of a ticket
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. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Set started date upon opening+owning of a ticket
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 It currently behaves like your recommendation. I replied to the autoreply email, and it did not auto-open the ticket. I don't think I did anything special to make that happen -- perhaps it's the default? * 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 We tend to assign tickets when they're created, as few of our tickets are created from emails from the user community (at this time, anyway). Thanks for your help Ruslan -- I think I may be able to talk my boss into accepting the current (default) behavior as the best behavior. --- Jason Marshall, Unix Geek, Kelman Technologies, Inc., Calgary, AB, Canada. From a Sun Microsystems bug report (#4102680): Workaround: don't pound on the mouse like a wild monkey. I have great faith in fools: Self confidence my friends call it. -Edgar Allan Poe ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Set started date upon opening+owning of a ticket
Started date is set to now during status change from 'new' to any not 'new' value. So if you're using an 'auto open' on correspond scrip then it's set on correspond, however if somebody open it before any correspond then it's also set. 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 This is how it works since 3.0 may be, at least this is true for 3.4 and greater. On 2/2/07, Jason Marshall [EMAIL PROTECTED] wrote: I'd like to set up RT so that the started date is automatically entered into the ticket once the ticket is owned by someone, and opened. From what I can tell, the started date is filled in automagically, but only when someone replies to the ticket (there may be other circumstances). I'm sure I'll need some sort of scrip for this, but I have no idea what to put in the user-defined parts to make it 'go'. Thanks in advance! --- Jason Marshall, Unix Geek, Kelman Technologies, Inc., Calgary, AB, Canada. From a Sun Microsystems bug report (#4102680): Workaround: don't pound on the mouse like a wild monkey. I have great faith in fools: Self confidence my friends call it. -Edgar Allan Poe ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Best regards, Ruslan. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Set started date upon opening+owning of a ticket
Added to the wiki TicketDates. On 2/2/07, Ruslan Zakirov [EMAIL PROTECTED] wrote: Started date is set to now during status change from 'new' to any not 'new' value. So if you're using an 'auto open' on correspond scrip then it's set on correspond, however if somebody open it before any correspond then it's also set. 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 This is how it works since 3.0 may be, at least this is true for 3.4 and greater. On 2/2/07, Jason Marshall [EMAIL PROTECTED] wrote: I'd like to set up RT so that the started date is automatically entered into the ticket once the ticket is owned by someone, and opened. From what I can tell, the started date is filled in automagically, but only when someone replies to the ticket (there may be other circumstances). I'm sure I'll need some sort of scrip for this, but I have no idea what to put in the user-defined parts to make it 'go'. Thanks in advance! --- Jason Marshall, Unix Geek, Kelman Technologies, Inc., Calgary, AB, Canada. From a Sun Microsystems bug report (#4102680): Workaround: don't pound on the mouse like a wild monkey. I have great faith in fools: Self confidence my friends call it. -Edgar Allan Poe ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Best regards, Ruslan. -- Best regards, Ruslan. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
