Help and Ideas needed for a special setup

Hi,
today i got a request from a department, they need the following Setup:

  1. Queue
  2. 10 possible Ticket Owners

They like to have the ticket given to the owners automatically by a round
robin mechanism. I have no idea at the moment how to do this. Any hints or
ideas?

Thanks
Torsten

MFG

Torsten Brumm

http://www.brumm.me

A scrip could check who owns the last ticket and give the new ticket to the next person in the list of possible owners.On Jun 25, 2010, at 12:39 AM, Torsten Brumm torsten.brumm@googlemail.com wrote:

Hi,
today i got a request from a department, they need the following Setup:

  1. Queue
  2. 10 possible Ticket Owners

They like to have the ticket given to the owners automatically by a round robin mechanism. I have no idea at the moment how to do this. Any hints or ideas?

Thanks
Torsten


MFG

Torsten Brumm

http://www.brumm.me
http://www.elektrofeld.de

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

What about putting a file in rt3/local.

Have the scrip read the file pick the user ID first in the list.

Write the list back out to the file putting the chosen person last.

You could write the tool to skip a person with a comment in front of their ID - So if someone was off or for whatever reason you could not put them in “line”.

Use a simple CGI frontend to edit the page so that group could turn on and off people as they needed to so it does not become an admin nightmare.

The same thing could be done in a table in the database instead of a file…

Jason MaderiosFrom: Todd Chapman
Sent: Thursday, June 24, 2010 9:41 PM
To: Torsten Brumm
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Help and Ideas needed for a special setup

A scrip could check who owns the last ticket and give the new ticket to the next person in the list of possible owners.

Hi Torsten,

add a cf to the specific queue with all staff members or use a staff
group and one cf for the last ticket owner.
Hope this helps.

cheers,
Bj�rnAm 25.06.10 06:39, schrieb Torsten Brumm:

Hi,
today i got a request from a department, they need the following Setup:

  1. Queue
  2. 10 possible Ticket Owners

They like to have the ticket given to the owners automatically by a
round robin mechanism. I have no idea at the moment how to do this. Any
hints or ideas?

Thanks
Torsten


MFG

Torsten Brumm

http://www.brumm.me
http://www.elektrofeld.de

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

Hi Torsten,

I would create a special group to identify the possible ticket owner. So
you can quickly pull someone out of the group, if he is on holiday.

Get the group member,sort them by name and put them in a list.

Get the last assigned owner by get all tickets from queue, order by
ticket id desc and get the first (this is the last created) ticket.
Maybe instead of searching for the last assigned owner, a better
(faster) approach is,to store the last assigned owner in an queue custom
field like Bj�rn suggested.

Search the last owner in the list and get the next one as the owner for
the new ticket.

Another, maybe more ‘fair’ way to assign the owner would be, to check,
how many active tickets each group member have and assign the new ticket
to the one, with the least tickets count.

ChrisAm 25.06.2010 06:39, schrieb Torsten Brumm:

Hi,
today i got a request from a department, they need the following Setup:

  1. Queue
  2. 10 possible Ticket Owners

They like to have the ticket given to the owners automatically by a
round robin mechanism. I have no idea at the moment how to do this. Any
hints or ideas?

Thanks
Torsten


MFG

Torsten Brumm

http://www.brumm.me
http://www.elektrofeld.de

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com