At a glance "Take" link

RT Users
1

I was looking to change the flow after the “Take” link on glance
screen was clicked. Right now, if a queue worker “takes” a ticket,
they then have to click a second link to reply after the ticket is
Displayed.

As this is the most common workflow, I was looking to combine the
steps. Two ideas came to mind. First, passing in an action of "Take"
to the Update.html script (which would end up being embedded into the
form as a hidden field). Second, create a scrip that on owner change
displays the reply view.

The second approach appeals because I can apply it to only one queue,
but I didn’t see any examples of redirecting to a different page as a
scrip action.

Thoughts?

Steve

2

Problem with this is that other people might open it/reply to it
during the time they are writing.

That’s why I think we’ll have to train users to “take” the message
before they respond to it.On Jan 28, 2008, at 6:53 AM, Espen Wiborg wrote:

It sounds to me as if what you really need is that whoever replies to
the ticket gets it assigned. I have written an Action to do just
that:

http://www.ovitas.no/~espenhw/rt3/SetOwnerToActor.pm

So your queue worker would just reply to the ticket, and it would
automagically be assigned to them.

This also works when replying by mail (which is why I wrote it).