Can I assign an issue to a team member?
I'm answering support requests with another team member and am worried that we may get into a situation where we're replying to the same issue at the same time.
Is there a way to quickly mark an issue as mine or assign it to another team member? i.e. "I'm working on this now."
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1 Posted by Will on 22 Jan, 2009 11:32 PM
Right now we don't have anything in place. But I have had a few other users suggest something that told members in the sidebar something like "Will is currently looking at this discussion" to reduce the risk of large support teams stumbling on each others toes.
I'll bring this up to Rick and Kyle though and see what they think.
2 Posted by Colin on 22 Jan, 2009 11:42 PM
Will: I would like to second this request, as I have a large multidisciplinary support team in the education sector and would like to be able to route certain issues to specific team members. A corresponding email preference to "email all issues assigned to me" would be nice.
My envisioned workflow is that I would have 2 folks who are notified of all issues and assign them to the others; those specialists should only get email notifications on issues assigned to them.
3 Posted by bkayser on 23 Jan, 2009 12:30 AM
Yeah this is kind of a key issue for us. It's probably a showstopper. We need to assign issues to different staff, just like Colin's scenario.
What that also implies is a view like in lighthouse where i can review the issues currently open and assigned to me.
Everything else looks great. But this is a big hole for us.
4 Posted by rick on 23 Jan, 2009 12:39 AM
This is what queues will be for. A small support staff will be able to sort incoming issues into buckets like 'design', 'development', etc.
5 Posted by bkayser on 23 Jan, 2009 06:28 AM
That sounds right on the money. Keep up the good work.
6 Posted by mike on 23 Jan, 2009 08:47 PM
Ahh nice, that sounds good. I suppose if general buckets dont work for people, they could always create person-specific buckets. ie. Daniels bucket, Mikes bucket, Tobis bucket, etc.
7 Posted by Will on 23 Jan, 2009 08:51 PM
Mike, yeah that's pretty much what we're gearing towards.
8 Posted by Ben Curren on 27 Feb, 2009 05:35 AM
We really need this feature too. Any idea when it will be ready? Sounds like it is pretty close.
9 Posted by rick on 01 Mar, 2009 09:13 PM
An early version has been out for several weeks to a few sites, but we don't yet feel it's polished enough for public use. We're shooting for next week to get everything tightened up.
10 Posted by tom on 19 Mar, 2009 05:56 AM
Rick,
Any update?
11 Posted by Tyler Bird on 19 Mar, 2009 02:33 PM
Hey Thomas,
On your dashboard under "Customize Organization" do you have a "Manage Custom Queues" link?
http://skitch.com/filmprog/beiea/got-queues
If so, then you're "riding queues" baby.
12 Posted by rick on 19 Mar, 2009 05:44 PM
Oh yes, I was sneaky and unlocked queues in our last big push. They're still fairly primitive but very useful.
Will closed this discussion on 18 Jun, 2010 07:58 PM.