Assign ticket responsible

[hugosa]

Hi
I would like to assign automatically a ticket responsible per queue. Is it possible? I search within generic agent area, but witout success.

Best regards,
Hugo
mod note: changed title due to misspelling -- crythias

[elvanov]

I can think of a solution for your problem:

In the SysConfig there is a configuration called Ticket::ResponsibleAutoSet, if you set this and Ticket::Responsible to "Yes" you can create a new job for the generic agent, using a queue as filter ticket and a new owner as action. This will automatically set an agent as owner and responsible for the tickets within a queue.

I hope this helps!

Regards,
Elva

[cmadoery]

Hi Hugo

I want to do exactly the same thing as you. Set automatically a ticket responsible per queue. And I also miss the possibility to set the responsible with generic agent.
Did you solve this?

The suggested solution of Elva does not help. I dont want to have same owner and responsible per ticket.

Best regards,
Christof

[diginin]

Hi Hugo

I want to do exactly the same thing as you. Set automatically a ticket responsible per queue. And I also miss the possibility to set the responsible with generic agent.

This is not good practice. Why would you force feed someone responsibility?

[crythias]

This is not good practice. Why would you force feed someone responsibility?

Probably for the same reason one would force feed an agent to be owner of a ticket? (ie: one dispatch/observer/watcher, one person who would actually handle the ticket).

[diginin]

This is not good practice. Why would you force feed someone responsibility?

Probably for the same reason one would force feed an agent to be owner of a ticket? (ie: one dispatch/observer/watcher, one person who would actually handle the ticket).

I guess it might be the same, it is a question of theological nature. Anyway, it is not currently passible. Maybe someday.

[cmadoery]

This is not good practice. Why would you force feed someone responsibility?

Some agents are part time workers. And we do have sort of supervisors for all tickets in some queues. For example repair-queue for some products. Supervisor is not always the same person for a queue. It's more a role. So on Monday I'm SV for Queue A, on Tuesday you are SV for queue A and so one. I Know its not exactly ITIL compliant, but it works for us.

Do you have a suggestion to solve that? I could exchange the role of Responsible and Owner for example. Or do some scripting around that...
any ideas?

Christof

[cmadoery]

Sorry to come back again with this. But what about using an event for that?
Like Edit Config Settings in Ticket -> Core::Ticket
Ticket::EventModulePost###140-ResponsibleAutoSet
and than (I just guess here)....

Event = TicketQueueUpdate
Module = Kernel::System::Ticket::Event::ResponsibleAutoSet
<Queue 1> = <Responsible 1>
<Queue 2> = <Responsible 2>

don't know if something like that could work out.

Christof