I am trying to find a way to allow my Tier 1 team to resolve tickets without stealing tickets.
At this point if someone works on a ticket for two days, or 1 hour, and completes the ticket, the client usually replies back with a thank you or “Yup, everything is good to go.”
I do not want another Tier 1 person to have to Steal the ticket to resolve it.
One caveat about this request is that I know there is a permission out there, “Edit Ticket”, but that gives them a lot more features which I do not want them to have. Specifically, being able to reply to any ticket even if they are not the owner.
Kind of long winded but hopefully someone can help.
Tom,
We got rid of the “On Correspond Open Tickets” Scrip to avoid tickets being
reopened because of those type of responses. Is that an option for you, or
would you like your tickets to re-open?
-NateOn Fri, Jan 10, 2014 at 1:33 PM, Tom Leslein tleslein@arsalon.net wrote:
I am trying to find a way to allow my Tier 1 team to resolve tickets
without stealing tickets.
At this point if someone works on a ticket for two days, or 1 hour, and
completes the ticket, the client usually replies back with a thank you or
“Yup, everything is good to go.”
I do not want another Tier 1 person to have to Steal the ticket to resolve
it.
One caveat about this request is that I know there is a permission out
there, “Edit Ticket”, but that gives them a lot more features which I do
not want them to have. Specifically, being able to reply to any ticket
even if they are not the owner.
Kind of long winded but hopefully someone can help.
Thank you, but no. Regretfully I still need to allow our clients to re-open tickets.
I just need to allow my team to resolve tickets of anyone’s without Stealing the ticket.From: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Nathan Baker
Sent: Friday, January 10, 2014 4:01 PM
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Resolve without Stealing
Tom,
We got rid of the “On Correspond Open Tickets” Scrip to avoid tickets being reopened because of those type of responses. Is that an option for you, or would you like your tickets to re-open?
-Nate
I am trying to find a way to allow my Tier 1 team to resolve tickets without stealing tickets.
At this point if someone works on a ticket for two days, or 1 hour, and completes the ticket,
the client usually replies back with a thank you or “Yup, everything is good to go.”
I do not want another Tier 1 person to have to Steal the ticket to resolve it.
One caveat about this request is that I know there is a permission out there, “Edit Ticket”,
but that gives them a lot more features which I do not want them to have. Specifically, being
able to reply to any ticket even if they are not the owner.
Define a Resolve Ticket right using Lifecycles and protect the
transitions with it. You can then grant just Resolve Ticket to users,
not Modify Ticket. Also make a quick action in the Actions dropdown
using lifecycles so your users can do it quickly.
http://bestpractical.com/docs/rt/latest/customizing/lifecycles.html#Rights-and-Access-Control
http://bestpractical.com/docs/rt/latest/RT_Config.html#Lifecycles
-kevin