We’d like to have two different people “Assigned” to a ticket – a
business analyst and an “owner”. (e.g., the business analyst would be
following the progress of a ticket, throughout the ticket’s life cycle
of being owned by developers, bugtesters, etc.)
Anyone have any experience doing something like this? The B.A. would
have tickets that they “own” just as much as the owner owns them.
Seems like this has to be something someone else has needed (or came up
with a decent work-around for), but I don’t really see any easy way of
achieving it.
Cheers,
D
Derek J. Balling wrote:
We’d like to have two different people “Assigned” to a ticket – a
business analyst and an “owner”. (e.g., the business analyst would be
following the progress of a ticket, throughout the ticket’s life cycle
of being owned by developers, bugtesters, etc.)
Anyone have any experience doing something like this? The B.A. would
have tickets that they “own” just as much as the owner owns them.
Seems like this has to be something someone else has needed (or came up
with a decent work-around for), but I don’t really see any easy way of
achieving it.
AdminCC?
Phil Homewood, Systems Janitor, www.SnapGear.com
pdh@snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances
Derek J. Balling wrote:
We’d like to have two different people “Assigned” to a ticket – a
business analyst and an “owner”. (e.g., the business analyst would be
following the progress of a ticket, throughout the ticket’s life cycle
of being owned by developers, bugtesters, etc.)
Anyone have any experience doing something like this? The B.A. would
have tickets that they “own” just as much as the owner owns them.
Seems like this has to be something someone else has needed (or came up
with a decent work-around for), but I don’t really see any easy way of
achieving it.
AdminCC?
Well, part of it is to have the ability to put the analyst in the
summary page. That way, if $PROGRAMMER is waiting on
$BUSINESS_ANALYST[1] who is swamped, they can easily see a ticket that
they’d be working with $BUSINESS_ANALYST[2] on.
If that makes any sense.
D
Derek J. Balling wrote:
Well, part of it is to have the ability to put the analyst in the
summary page. That way, if $PROGRAMMER is waiting on
$BUSINESS_ANALYST[1] who is swamped, they can easily see a ticket that
they’d be working with $BUSINESS_ANALYST[2] on.
Ah. So you want to show the AdminCCs on Search/Listing.html.
Try this:
Edit %WebOptions in your config.pm. Add a field to QueueListingCols:
{ Header => 'AdminCC(s)',
TicketAttribute => 'AdminCcAsString'
},
Bounce the web server. See what happens.
Phil Homewood, Systems Janitor, www.SnapGear.com
pdh@snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances
{ Header => ‘AdminCC(s)’,
TicketAttribute => ‘AdminCcAsString’
},
That ALMOST does what I want. 
OK, the only problem now is that the requestor and the admincc are both
e-mail addresses (which crowds the page significantly). Since both
e-mail addresses map to users, is there any way to tell RT “if you know
who this e-mail address belongs to, just use their RT userid in the
display?”…
Thanks again!
D
Derek J. Balling wrote:
OK, the only problem now is that the requestor and the admincc are both
e-mail addresses (which crowds the page significantly). Since both
e-mail addresses map to users, is there any way to tell RT “if you know
who this e-mail address belongs to, just use their RT userid in the
display?”…
OK, now you’re getting tricky. 
For some (probably hysterical) reason, a Watcher ISnotA User.
Which breaks your assumption that “both e-mail addresses map to
users” (as far as the code you’re dealing with. You can get to
the User from the Watcher by creating a User object and doing
a LoadByEmail, and then you have $User->Name to play with…)
No, I can’t think of an easy way to do this. You /might/ be able
to hack the Email function in Watcher.pm to return a User->Name,
which would affect at least all fooAsString functions, and might
well break other stuff. You could code a Name function into
Watcher.pm, then a NamesAsString in Watchers.pm, then
AdminCcNamesAsString in Ticket.pm, but that’s quite a lot of work.
Or you could shrink your font sizes down to microscopic, buy a
24" monitor, and stop caring about wasted horizontal space. :^)
Phil Homewood, Systems Janitor, www.SnapGear.com
pdh@snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances