I'm proposing a garbage collector of sorts, that reassigns
overdue tickets to another user in the group after a
certain amount of time.
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I like the idea of an escalation system, so that overdue tickets go
to a supervisor or manager. Is that what you meant?
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I'll explain my set up a little. I work at a company with about
20 customer service reps. I've set up two rep groups in
mailManager, an active group and an inactive group. When a
rep logs on they are pulled from the inactive group and put
into the active group. Tickets are distributed only to the
active group. When a rep logs off they are returned to the
inactive group. This way reps that aren't working won't get
tickets. The sales manager wants a way to redistribute
overdue tickets without going through each individual ticket.
An escalation system sounds good but it would be better if he
could make a rule for any tickets escalated. For example, if a
ticket is escalated, automatically reassign to any user in
the "active" group.
I understand now. I think this is part of the wider problem of how
MailManager deals with users who are away or on vacation. By the
way, do you manually set a rep in the active/inactive group or
have you added some code to do this?
Your proposal is certainly worth us looking at in the future -
unfortunately right now we are really busy with consultancy and
getting 1.0 final ready to release so I don't think we are going to
be able to do this for some time. If it's urgent & important then we
could do this on a commercial basis - contact me on
firstname.lastname@example.org if you'd like a proposal.
The assignment of users to different groups is done
automatically. I added two or three small functions to
MailManager.py to accomplish this, as well as, a link or two to
the Zope templates. I'd be happy to send you the code but
it's not very elegant as I'm familiar with neither Python nor
Zope. It does, however, get the job done. I'll pass your
information on to our operations manager. I'm not sure how
pressing this issue is to him.
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