Hi,
How can I configure RT so that a ticket which has previously been
assigned to a user and resolved is automatically re-assigned back to the
default of ‘nobody’ if re-opened by an incoming email?
To give some background on this request, we’ve recently switched from a
normal, 9-5 weekday only working week for customer services to an
extended hours 7-day operation. What that means is that if a customer
replies to a ticket which has previously been closed, the CS rep who
originally dealt with it may not be on shift when the reply comes in.
So, instead of opening back up in their own queue, we want all re-opened
tickets to appear in the default queue so that they’re available to be
taken by the first person who is free to deal with it.
I’m not an RT expert, so if this kind of thing is already answered in
the documentation then feel free to just point me at the right place.
Cheers
Mark
http://mark.goodge.co.uk
Hi,
How can I configure RT so that a ticket which has previously been
assigned to a user and resolved is automatically re-assigned back to
the default of ‘nobody’ if re-opened by an incoming email?
To give some background on this request, we’ve recently switched
from a normal, 9-5 weekday only working week for customer services
to an extended hours 7-day operation. What that means is that if a
customer replies to a ticket which has previously been closed, the
CS rep who originally dealt with it may not be on shift when the
reply comes in. So, instead of opening back up in their own queue,
we want all re-opened tickets to appear in the default queue so that
they’re available to be taken by the first person who is free to
deal with it.
I’m not an RT expert, so if this kind of thing is already answered
in the documentation then feel free to just point me at the right
place.
The On Reopen condition will trigger any time the ticket moves from an
inactive status to an active status. You could use that plus a 1 line
custom action to set the owner to nobody, if you’re ok with the
possible failure modes (internal user manually reopening a ticket). If
you need it to be explicitly a part of the On Correspond Open Tickets
scrip, you’ll need to extend the AutoOpen action a bit to change
the owner.
-kevin