Possible to chnage owner WITHOUT updating ticket?

Hi all,

I have an unusual situation and looking for the best solution which I hope
you can help with!

Currently, we have 3 support Users managing our RT. 1 of those 3 users will
be deployed to manage the support queue 1 week at a time on a rotation
basis, so USER A will do week 1, then next week it is USER B and then USER
C the week after that. The other 2 Users not on RT will be carrying out
other duties so we can only have 1 on at any given time.

At then end of each week, we need to reassign the tickets to the user who
till be taking over RT the following week. Let’s say USER A has finished RT
duty on a Friday evening and is then going to handover his work to USER B.
Logically, he would just change the owner of all his tickets from USER A to
USER B.

The problem with that is, the “Last Updated” field will change so when USER
B starts on Monday morning, he’ll see all his tickets last updated date are
all “3 days ago”.

This makes tickets difficult to manage. We like to know exactly when a
ticket was last replied to, received from or commented on which helps us to
prioritise our workload. Normally just sorting by ‘Last Updated’ is handy
so we know which tickets haven’t been updated in the longest amount of time.

There are 2 ways I can think of other than the obvious (get more support
staff).

  1. Prevent ‘Last Updated’ field from updating when a ticket has changed
    owner. Is this possible?

  2. Leave all open tickets unassigned. (Would prefer to avoid doing this if
    at all possible).

Many thanks in advance, I hope I’ve explained myself well enough!

View this message in context: http://requesttracker.8502.n7.nabble.com/Possible-to-chnage-owner-WITHOUT-updating-ticket-tp63376.html

Would it work to search/sort on the “last contact” date instead of the “last updated” date?

Christopher Manly
Coordinator, Library Systems
Cornell University Library Information Technologies
cam2@cornell.edu
607-255-3344On 1/30/17, 4:28 AM, “rt-users on behalf of fozzie” <rt-users-bounces@lists.bestpractical.com on behalf of kmarshall@tibus.com> wrote:

Hi all,

I have an unusual situation and looking for the best solution which I hope
you can help with!

Currently, we have 3 support Users managing our RT.  1 of those 3 users will
be deployed to manage the support queue 1 week at a time on a rotation
basis,  so USER A will do week 1, then next week it is USER B and then USER
C the week after that.  The other 2 Users not on RT will be carrying out
other duties so we can only have 1 on at any given time.

At then end of each week, we need to reassign the tickets to the user who
till be taking over RT the following week.  Let's say USER A has finished RT
duty on a Friday evening and is then going to handover his work to USER B. 
Logically, he would just change the owner of all his tickets from USER A to
USER B.

The problem with that is, the "Last Updated" field will change so when USER
B starts on Monday morning, he'll see all his tickets last updated date are
all "3 days ago".

This makes tickets difficult to manage.  We like to know exactly when a
ticket was last replied to, received from or commented on which helps us to
prioritise our workload.  Normally just sorting by 'Last Updated' is handy
so we know which tickets haven't been updated in the longest amount of time.

There are 2 ways I can think of other than the obvious (get more support
staff).

1) Prevent 'Last Updated' field from updating when a ticket has changed
owner.  Is this possible?

2) Leave all open tickets unassigned.  (Would prefer to avoid doing this if
at all possible).


Many thanks in advance, I hope I've explained myself well enough!






View this message in context: http://requesttracker.8502.n7.nabble.com/Possible-to-chnage-owner-WITHOUT-updating-ticket-tp63376.html

Why do you want to re-assign at all?

Assigning an Owner is a mechanism for ensuring that a ticket has someone
looking at it and working on it, and is responsible for making progress
towards a solution. Since you have an external roster that assigns
responsibility for work, this mechanism is externally achieved. Whenever you
ask, “who is supposed to be working on x ticket” the answer comes from your
roster, not by looking up the ticket.

When a user makes changes to a ticket he can assign the ticket owner as
himself at that point - this will enable tracking of who is doing work on
the ticket, and will also only update the last action date at the time work
is actually done.

View this message in context: http://requesttracker.8502.n7.nabble.com/Possible-to-chnage-owner-WITHOUT-updating-ticket-tp63376p63383.html