Reassigning tickets

Is there a way to reassign a ticket without stealing it to oneself
first? Sometimes when somebody in the team is suddenly busy, there is
need to give some of their un-opened tickets to somebody else. We use
on OwnerChange to notify old owner about who the new owner is and if the
reassigner takes the ticket before giving it to the real new owner, the
old owner gets ‘wrong’ information.

Lynoure Rajamäki
lynoure@otaverkko.fi

Root can change the owner, I believe.

Yes, but not without taking the ticket. When trying to change ticket
owner from person A to person B, even root gets

* You can only reassign tickets that you own or that are unowned

Lynoure Rajamäki
lynoure@otaverkko.fi

Lynoure Rajamäki lynoure@otaverkko.fi writes:

Is there a way to reassign a ticket without stealing it to oneself
first? Sometimes when somebody in the team is suddenly busy, there is
need to give some of their un-opened tickets to somebody else. We use
on OwnerChange to notify old owner about who the new owner is and if the
reassigner takes the ticket before giving it to the real new owner, the
old owner gets ‘wrong’ information.

You should be able to do this using the bulk update feature (“Update
all these tickets at once”). Use the “Make Owner” select list, and
make sure that the “Force Change” checkbox is checked.

Regards,
Kent Engström, Linköping University Incident Response Team
kent@unit.liu.se abuse@liu.se
+46 13 28 1744 http://www.unit.liu.se/irt/

UNIT, Linköping University; SE-581 83 LINKÖPING; SWEDEN

Is there a way to reassign a ticket without stealing it to oneself
first? Sometimes when somebody in the team is suddenly busy, there is
need to give some of their un-opened tickets to somebody else. We use
on OwnerChange to notify old owner about who the new owner is and if the
reassigner takes the ticket before giving it to the real new owner, the
old owner gets ‘wrong’ information.

On the Bulk ticket update page (accessible from the “Update all these
tickets at once” link on the search results page) you can check a box to
"Force Change" on “Make Owner” updates.

@alex
mailto:dupuy@sysd.com