Open but owned by Nobody

RT Users
1

Question for you,

My techs use the “Quick Search” New items from the main page, however, when a customer replies to their own ticket before it was opened by a tech, then the ticket is moved out of the “New” column because it is now open but owned by Nobody. Now these tickets end up in the “Open” column and end up getting lost for a while until I change the status back to “New”. Has anyone else come across this situation? If so, do you have any suggestions to avoid this?

Thanks,

Nicolas Kravec
2G/3G Development Environment Support
Ericsson Canada inc.
Tel: +1 (514) 345 7900 x2302
Fax: +1 (514) 345 6113
Mailto:nick.kravec@ericsson.ca

2

Nicolas Kravec (QC/EMC) wrote:

My techs use the “Quick Search” New items from the main page, however,
when a customer replies to their own ticket before it was opened by a
tech, then the ticket is moved out of the “New” column because it is
now open but owned by Nobody. Now these tickets end up in the “Open”
column and end up getting lost for a while until I change the status
back to “New”. Has anyone else come across this situation? If so,
do you have any suggestions to avoid this?

Possible solutions:

  1. Don’t give the customer the right to ModifyTicket
  2. Tweak your scrip to check $Transaction->IsInbound()
    before opening tickets.
    Phil Homewood, Systems Janitor, http://www.SnapGear.com
    pdh@snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
    SnapGear - A CyberGuard Company
3

Question for you,

My techs use the “Quick Search” New items from the main page, however, when a
customer replies to their own ticket before it was opened by a tech, then the
ticket is moved out of the “New” column because it is now open but owned by
Nobody. Now these tickets end up in the “Open” column and end up getting lost
for a while until I change the status back to “New”. Has anyone else come
across this situation? If so, do you have any suggestions to avoid this?

Thanks,

I believe you can change this by disabling the default global scrip ‘On
Correspond Open’.