Woops forgot to cc the list…From: “Ben Goodwin” ben@atomicmatrix.net
To: “Damian Gerow” damian@sentex.net
Sent: Thursday, January 08, 2004 10:43 AM
Subject: Re: [rt-users] Re: Dealing with ex-employees
What we do is have an ‘incoming’ queue where our oncall engineer is
responsible for keeping cleared. If a ticket shows up in the queue that’s
not resolved or deleted, they’ll either see it or get paged about it (cron
job). You could move all the tickets in question to such a queue… though
that might destroy any queue-specific keywords - I’m not sure. That may
also not work with whatever statistics you’re after. The AdminCC route
seems ok … as would setting the owner to nobody and having a process to
make sure there are no open tickets owned by nobody (we have another
cronjob
for this). You’d want to ensure a process where a reopened ticket can’t
be
missed… so AdminCC’ing everyone and relying on someone to take it doesn’t
seem like a good idea. Perhaps AdminCC’ing the local team lead/manager
instead. Of course you have a different problem is that team lead/manager
leaves-=| Ben
