Vacation reassignment

RT Users
1

Is it possible to temporarily reassign tickets to the AdminCCs when the
ticket owner is away?
When the owner of a ticket is away, the rest of the Admins of that queue
don’t see the updates. So they sit until the owner returns…

I think a scrip something like:
On transaction where owner is , notify AdminCCs,
Template Away_transaction

Thanks!

2

Is it possible to temporarily reassign tickets to the AdminCCs when the
ticket owner is away?
When the owner of a ticket is away, the rest of the Admins of that queue
don’t see the updates. So they sit until the owner returns…

I think a scrip something like:
On transaction where owner is , notify AdminCCs,
Template Away_transaction

Defined ‘’, as in, how does RT ‘know’ that the person
is away on vacation ?

For our instance (note, musings, not implemented), we have a company-wide
store of timeouts, which I guess I could point an RT Scrip at to find out
whether a given AdminCc is out of the office for an extended period. For
other companies, it might be as simple as ‘cat ~user/.forward | grep
vacation’.

Regards,

                         Bruce Campbell                            RIPE
               Systems/Network Engineer                             NCC
             www.ripe.net - PGP562C8B1B             Operations/Security
3

Is it possible to temporarily reassign tickets to the AdminCCs when the
ticket owner is away?
When the owner of a ticket is away, the rest of the Admins of that queue
don’t see the updates. So they sit until the owner returns…

I think a scrip something like:
On transaction where owner is , notify AdminCCs,
Template Away_transaction

Defined ‘’, as in, how does RT ‘know’ that the person
is away on vacation ?

I think a checkbox “On Vacation” in the /Admin/Users/Modify.html page would
be a way to let RT know. Then you would have to add a row to the Users table
to store that information.

-Grant Miller grant@pico.apple.com

Unix Systems Admin, Engineering Computer Services, Apple Computer

4

Is it possible to temporarily reassign tickets to the AdminCCs when the
ticket owner is away?
I think a scrip something like:
On transaction where owner is , notify AdminCCs,
Template Away_transaction

Defined ‘’, as in, how does RT ‘know’ that the person
is away on vacation ?

I think a checkbox “On Vacation” in the /Admin/Users/Modify.html page would
be a way to let RT know. Then you would have to add a row to the Users table
to store that information.

Possibly an easier thing would be to use the Privileged column, with a
value of ‘2’ indicating that they are away on holidays. This thus
requires no schema changes.

Personally I think that this is a per-site policy issue, where either all
AdminCcs get all of the correspondence (thus is someone is away and the
requestor wonders whats going on, someone else will notice), or the
AdminCc who is going away must re-assign their tickets before going on
holidays.

                         Bruce Campbell                            RIPE
               Systems/Network Engineer                             NCC
             www.ripe.net - PGP562C8B1B             Operations/Security

As a side note, a ‘vacation’ is used incorrectly in American-English to
refer to both the interval of time in which someone is away, and what a
person does in that period of time, eg: ‘I had a vacation at the Grand
Canyon’.

Of course, the more appropriate term for the latter is a ‘holiday’, in
both its festival/cheerful, and occurring rarely definitions (especially
with America’s standard two weeks per year). Thus, ‘During my vacation
time, I had a holiday at the Grand Canyon’.

Personally during some of my six weeks holiday time, I’ll be going to
some nice Greek islands.