Who is the owner

RT Users
1

Hi everyone,

Not exactly a technical question but in your configuration who is the owner
of a ticket ?

1/ Is the owner is who solve the ticket, meaning who have do the �real job� 

or

2/ the owner is who have the responsibility to ask/do what necessary to make
the problem solve ?

In the first case who have the responsibility of solving the ticket ? And
how can I make this person appear in the ticket.

In the second case how can I use the �TimeWorked� ?

Example : 
	A ticket is owned by Alice
	Alice ask Bob to do the job.
	Bob use 30 minutes to solve the problem 
	Alice use 15 minutes to complete the solution

how can I have a TimeWorked in that case ?

Regards.

JAS

Albert SHIH
DIO b�timent 15
Observatoire de Paris
5 Place Jules Janssen
92195 Meudon Cedex
T�l�phone : 01 45 07 76 26/06 86 69 95 71
xmpp: jas@jabber.obspm.fr
Heure local/Local time:
mar 11 sep 2012 15:24:39 CEST

2

In our case, the person that does the work, and the person that resolves
the ticket are the same people, and they are the owner.

However, if you require having multiple owners of “work” for a single
“request”, you could always create children tickets of the original request.

That way, the person responsible for solving the ticket, can review all
work that is being done on the ticket by looking at the children. That
person can also see who “owns” the children ticket to know who to contact
if something is taking too long to solve.

RT is quite flexible, and there is probably many ways to do this. I just
explained the way we do it, and another way you could do it.

Thanks!
Mike.On Tue, Sep 11, 2012 at 9:33 AM, Albert Shih Albert.Shih@obspm.fr wrote:

Hi everyone,

Not exactly a technical question but in your configuration who is the owner
of a ticket ?

    1/ Is the owner is who solve the ticket, meaning who have do the

«real job»

    or

    2/ the owner is who have the responsibility to ask/do what

necessary to make
the problem solve ?

In the first case who have the responsibility of solving the ticket ? And
how can I make this person appear in the ticket.

In the second case how can I use the «TimeWorked» ?

    Example :
            A ticket is owned by Alice
            Alice ask Bob to do the job.
            Bob use 30 minutes to solve the problem
            Alice use 15 minutes to complete the solution

    how can I have a TimeWorked in that case ?

Regards.

JAS

–
Albert SHIH
DIO bâtiment 15
Observatoire de Paris
5 Place Jules Janssen
92195 Meudon Cedex
Téléphone : 01 45 07 76 26/06 86 69 95 71
xmpp: jas@jabber.obspm.fr
Heure local/Local time:
mar 11 sep 2012 15:24:39 CEST

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Phone: (807) 766-7331
Email: mike.johnson@nosm.ca

3

In our case, the person that does the work, and the person that resolves
the ticket are the same people, and they are the owner.

However, if you require having multiple owners of “work” for a single
“request”, you could always create children tickets of the original request.

That way, the person responsible for solving the ticket, can review all
work that is being done on the ticket by looking at the children. That
person can also see who “owns” the children ticket to know who to
contact if something is taking too long to solve.

I agree that this is a good way to do it, especially if you have
management who want ticket resolution time performance metrics and so
on, because if you do it the other way (each person works on their part
of the ticket, and then passes the ticket on to the next person to do
this bit) your metrics get a bit messed up; it’s hard to determine who
actually did the majority of the work, or took the majority of the time,
and the person who gets “credit” for resolving the ticket is whoever
worked on it and owned it last, which quite often isn’t sensible.

Child tickets for each person’s sub-task are much more amenable to
getting such knowledge out later. It is more work though, and a lot
of my users don’t follow this method; we have more than 100 queues, for
very different purposes, and I don’t impose any particular workflow on
anyone.

I find the SpawnLinkedTicketInQueue extension helps.

Tim

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