ticket assignment to staff

hiteswar

Hi OsTikctians....

Could anyone comment on below issue.

if it is solved then please share solution.

i have submitted this issue at bug tracker but no reply yet.

http://osticket.com/forums/project.php?issueid=257(http://osticket.com/forums/project.php?issueid=257)

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I faced below issue at OsTicket1.6 stable version:

issue:

Once ticket is assigned to staff then staff close the ticket by reply then ticket assignment status changed to unassigned automatically.

please consider this as high priority because it is totally changing flow of ticket cycle. and share fix for this.

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scottro

This bug was recognized and a solution given in my MOD "Assigned To".

See the section on my webpage regarding:

include/class.ticket.php

remove staff_id=0 from the following line:

http://sudobash.net/?p=158(http://sudobash.net/?p=158)

peter

Scottro - it's not a bug. A closed tickets shouldn't remained assigned.

scottro

I was just using his terminology for it. Why would you want it to act this way though? What is the benefit in unassigning it?

peter

I think the question is - why would you want closed ticket to remain assigned?

Assignment doesn't imply ownership - My tickets should mean tickets the user is working on.

Access control - leaving ticket assigned will mean the assigned staff will continue to have access to the ticket even when they don't have access to parent department. (osTicket allows you to assigned a ticket to a staff who might otherwise not have access to the ticket)

scottro

Assignment doesn't imply ownership - My tickets should mean tickets the user is working on.

To me and my departments it does imply ownership. If I see someone else has a ticket assigned to them I don't even bother reading it. If they need help they'll ask me, otherwise they should be just as capable of taking care of it as I would. The only reason its assigned to someone specifically is because they are aware of the situation and are already handling it. Most of our tickets are assigned to a department only.

Access control - leaving ticket assigned will mean the assigned staff will continue to have access to the ticket even when they don't have access to parent department. (osTicket allows you to assigned a ticket to a staff who might otherwise not have access to the ticket)

If its something they worked on, why shouldn't they have access to it?

peter

If its something they worked on, why shouldn't they have access to it?

It all depends on how you use osTicket and the workflow involved in your company. It's our goal to develop a support system that is not geared to a specific industry e.g IT shops for example.

By "Assignment doesn't imply ownership" - I meant any other staff with access to the ticket can reply or close it. Assignment doesn't really mean much other than the ticket is on your to do list.

Access control might be pointless in your use-case but for some, staff only have access to tickets in primary department plus any assigned tickets.

The beauty of open source is you can modify the code to match your specific workflow. I was just pointing out that it's not a bug.

scottro

It all depends on how you use osTicket and the workflow involved in your company. It's our goal to develop a support system that is not geared to a specific industry e.g IT shops for example.
By "Assignment doesn't imply ownership" - I meant any other staff with access to the ticket can reply or close it. Assignment doesn't really mean much other than the ticket is on your to do list.
Access control might be pointless in your use-case but for some, staff only have access to tickets in primary department plus any assigned tickets.
The beauty of open source is you can modify the code to match your specific workflow. I was just pointing out that it's not a bug.

Yep - thats cool, I agree all around :)

hiteswar

new feature at reports MOD!!!

Yep - thats cool, I agree all around :)

Thanks all for your suggestion| comments.

Issue:

i needed this MOD because reports3.2 feature "report type- ticket per staff" showing assigned staff(unassigned ticket) , assigned ticket and their resolution time per assigned staff.

but always assigned staff is null(Unassigned, Tickets) but having resolution time. i feel something wrong here and need to be corrected somewhere.

proposed solution:

assigned staff column should show the correct name who closed this ticket. it might be assigned staff.

for this above we need solution if tickets is closed(status changed form assigned to closed) then should keep the person name who actually solve the issue and

at statistic page, we can add feature -

or more specifically:

tickets per month| day-----ticket status selection box "created,close,open"(created in that month|day but not closed in that month|day)

tickets per department| staff----ticket status selection box-assigned,closed,open(assigned to department|staff but not closed yet)

Scott, can you add this feature at next version of reports.?