#43 reassigning old tickets

open
nobody
5
2004-01-20
2004-01-20
No

I'm proposing a garbage collector of sorts, that reassigns
overdue tickets to another user in the group after a
certain amount of time.

Discussion

  • Andrew Veitch

    Andrew Veitch - 2004-01-24

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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?

     
  • Robert Briski

    Robert Briski - 2004-01-24

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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.

     
  • Andrew Veitch

    Andrew Veitch - 2004-01-24

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    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
    andrew@logicalprogression.net if you'd like a proposal.

     
  • Robert Briski

    Robert Briski - 2004-01-24

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    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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