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Issue on reports "resolver" column

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hernan renteria

29 Sep, 2017 04:38 PM

How's possible that Tender thinks the person who closes the ticket is the resolutor instead of the asigned guy?

1. Support Staff 1 Posted by Courtenay on 01 Oct, 2017 12:49 AM

   

   Because closer probably stole your ticket and closed it. Or, they sniped your stats because you forgot to close? :)

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2. 2 Posted by hernan renteria on 02 Oct, 2017 01:46 PM

   

   Yes, stats shouldn't be sniped, what if I'm not on the office and the author of a ticket reopens the ticket? Someone has to close it, what if I raised an issue on Github and linked it to my ticket? When you link a Github issue changing the status on the issue causes your ticket to be reopened, again someone has to close them and the original resolver should be the asignee.

   These are my thoughts, the fact is we need reliable reports, I have to do reports using pivot tables on Excel because Tender reports don't tell us nothing, but even with this problem my pivot tables aren't coherent.

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3. Support Staff 3 Posted by Courtenay on 02 Oct, 2017 11:22 PM

   

   Did you know you're the first person in the eight years since we shipped this to disagree with the implementation? And of course everyone is probably reliant on the existing format and will complain if we change it. We did have lots of arguments on the team when building this - the decision was made that if someone closes a lot of issues, they are still doing the work of resolving an issue because they're reviewing and re-closing. If people strongly feel the other way they can communicate with their team to have people only touch their own assigned issues.

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4. 4 Posted by Hernán Rentería on 03 Oct, 2017 03:34 AM

   

   I will fix it on my side telling my crew to only touch their own tickets,
   just wanted to make sure this wasn't an unexpected behavior.

   Best regards!

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5. brandi closed this discussion on 03 Oct, 2017 10:46 PM.