Ownership

RT Users
1

I really like the ‘take ownership’ model of RT, as opposed to the give or
assign ownershp model of most other ticketing systems.

What I’d really like to see would be some way of handing a ticket off to
somebody else where they then have to TAKE ownership.

For example, a ticket comes into the system to perform certain tasks. I
take ownership and perform the first couple of tasks and then need to hand
the ticket off to someone else for them to complete the next steps.

Instead of modifying the ticket and giving them ownership, it’d be really
nifty to somehow hand them the ticket so it shows up in their ‘inbox’ of
owned tickets, but then they need to TAKE ownership of the ticket and then
move forward completeing certain tasks, etc.

How difficult would it be to impliment something like this?

-j

2

For example, a ticket comes into the system to perform certain tasks. I
take ownership and perform the first couple of tasks and then need to hand
the ticket off to someone else for them to complete the next steps.

Instead of modifying the ticket and giving them ownership, it’d be really
nifty to somehow hand them the ticket so it shows up in their ‘inbox’ of
owned tickets, but then they need to TAKE ownership of the ticket and then
move forward completeing certain tasks, etc.

How does:

modify ticket, give someone ownership

differ from

modify ticket, indicate in some way that they should take it

?

Have you looked at http://www.fsck.com/pub/rt/contrib/2.0/NotifyOldOwner/
and http://www.fsck.com/pub/rt/contrib/2.0/OwnerChange/ ?

( These give you the ability to have RT email people when the ownership of
the ticket is changed )

                         Bruce Campbell                            RIPE
               Systems/Network Engineer                             NCC
             www.ripe.net - PGP562C8B1B                      Operations
3

Instead of modifying the ticket and giving them ownership, it’d be really
nifty to somehow hand them the ticket so it shows up in their ‘inbox’ of
owned tickets, but then they need to TAKE ownership of the ticket and then
move forward completeing certain tasks, etc.

How difficult would it be to impliment something like this?

The way we accomplish this is by convention: the “new” status means a
ticket hasn’t been acknowledged. “Open” means it has.

So, when things come into a general queue, my manager and I move them
to the right queue and owner. The others in our group can look for
“new” tickets assigned to them.

–Bret

4

Previously, Bruce Campbell (bruce_campbell@ripe.net) wrote:

For example, a ticket comes into the system to perform certain tasks. I
take ownership and perform the first couple of tasks and then need to hand
the ticket off to someone else for them to complete the next steps.

Instead of modifying the ticket and giving them ownership, it’d be really
nifty to somehow hand them the ticket so it shows up in their ‘inbox’ of
owned tickets, but then they need to TAKE ownership of the ticket and then
move forward completeing certain tasks, etc.

How does:

modify ticket, give someone ownership

differ from

modify ticket, indicate in some way that they should take it

Because by taking ownership, they’re saying that they are going to deal
with it. If you drop it into someone’s lap, there’s no ownership there,
they just suddenly have it.

Have you looked at http://www.fsck.com/pub/rt/contrib/2.0/NotifyOldOwner/
and http://www.fsck.com/pub/rt/contrib/2.0/OwnerChange/ ?

( These give you the ability to have RT email people when the ownership of
the ticket is changed )

not yet.