Re-Assigning a Ticket


#1

Hello All,

I am trying to re-assign a ticket
and it says that I must steal the
ticket first.

I am admin of the queue. How do
I re-assign the Owner of a Ticket?

Also, I want owner’s to be only
technical staff not the requester,
and I want us to assign the ticket
not the end-user. Is there any way
to set this.

Thanks…James


#2

I am trying to re-assign a ticket
and it says that I must steal the
ticket first.

I am admin of the queue. How do
I re-assign the Owner of a Ticket?

I just encountered this for the first time myself. In the past I have
been assigning unassigned tickets or tickets that were assigned to myself
to others. However I came across a ticket that was assigned to the wrong
person (not myself) and I tried changing the “owner”. I was told that I
must assigned it to myself first, then the new owner, so I had to:

old -> me
me -> new

As the admin, I hoped I could just do:

old -> new

Any ideas?


#3

Hello All,

I am trying to re-assign a ticket
and it says that I must steal the
ticket first.

To give a ticket to somebody it must either be yours, or unassigned.
So first steal the ticket, so that it’s yours, and then reassign it.
Messy, but that’s how it works at present.

I am admin of the queue. How do
I re-assign the Owner of a Ticket?

Also, I want owner’s to be only
technical staff not the requester,
Normally the owner is not the requestor. If it is, then somebody is setting it
that way, and you’ve some policy implementation required, methinks.

and I want us to assign the ticket
not the end-user. Is there any way
to set this.
At present, no, the code should be hackable so that the ‘Give to’ option on
the request form is either not displayed, or does nothing. Remind me, and I’ll
look at the code when I’ve time.

On a general note,
What’s the status with RT2?
I know the alpha was realeased just before I went on holidays, so I haven’t
gotten to play with it yet.
I believe it includes an Oracle port, and that PostgreSQL support is just
around the overdue corner, but I’ve been off-list.

Jesse, and updates?

-Feargal.

Feargal Reilly,
Systems Administrator,
The CIA.
+353-86-8157621


#4

Howdy,

Thanks, I modified the code so that
Owner comes up with only Nobody on
Ticket Creation, so now I can assign
the owner once it comes in.

Another question for the group. We
want to try to use this to track
time… ie… How many hours a technician
is spending to fix a problem so that
we can pay our hourly staff based upon
this and also know when we need to
add more staff.

Is there any way to do this or is this
a future release issue?

Thanks…JamesFrom: rt-users-admin@lists.fsck.com
[mailto:rt-users-admin@lists.fsck.com]On Behalf Of Feargal Reilly
Sent: Tuesday, October 10, 2000 2:15 PM
To: rt-users@lists.fsck.com
Subject: Re: [rt-users] Re-Assigning a Ticket

Hello All,

I am trying to re-assign a ticket
and it says that I must steal the
ticket first.

To give a ticket to somebody it must either be yours, or unassigned.
So first steal the ticket, so that it’s yours, and then reassign it.
Messy, but that’s how it works at present.

I am admin of the queue. How do
I re-assign the Owner of a Ticket?

Also, I want owner’s to be only
technical staff not the requester,
Normally the owner is not the requestor. If it is, then somebody is setting
it
that way, and you’ve some policy implementation required, methinks.

and I want us to assign the ticket
not the end-user. Is there any way
to set this.
At present, no, the code should be hackable so that the ‘Give to’ option on
the request form is either not displayed, or does nothing. Remind me, and
I’ll
look at the code when I’ve time.

On a general note,
What’s the status with RT2?
I know the alpha was realeased just before I went on holidays, so I haven’t
gotten to play with it yet.
I believe it includes an Oracle port, and that PostgreSQL support is just
around the overdue corner, but I’ve been off-list.

Jesse, and updates?

-Feargal.

Feargal Reilly,
Systems Administrator,
The CIA.
+353-86-8157621

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