Solved Sodium Helpdesk: Ticket CC
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In addition to the "contact" for a ticket (personally I think that this should be owner) there needs to be a list of stakeholders. Some systems just call this the CC list. People to be copied and that get access to view the ticket, but are not the owners. It's "people of interest". People that should be alerted to ticket status or whatever.
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@scottalanmiller said in Sodium Helpdesk: Ticket CC:
In addition to the "contact" for a ticket (personally I think that this should be owner) there needs to be a list of stakeholders. Some systems just call this the CC list. People to be copied and that get access to view the ticket, but are not the owners. It's "people of interest". People that should be alerted to ticket status or whatever.
I don't like the word owner for the user that created a ticket. owner is the tech working/responsible for the ticket.
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@jaredbusch said in Sodium Helpdesk: Ticket CC:
@scottalanmiller said in Sodium Helpdesk: Ticket CC:
In addition to the "contact" for a ticket (personally I think that this should be owner) there needs to be a list of stakeholders. Some systems just call this the CC list. People to be copied and that get access to view the ticket, but are not the owners. It's "people of interest". People that should be alerted to ticket status or whatever.
I don't like the word owner for the user that created a ticket. owner is the tech working/responsible for the ticket.
Makes sense. Is Contact a good term, though? Doesn't feel right.
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@scottalanmiller said in Sodium Helpdesk: Ticket CC:
@jaredbusch said in Sodium Helpdesk: Ticket CC:
@scottalanmiller said in Sodium Helpdesk: Ticket CC:
In addition to the "contact" for a ticket (personally I think that this should be owner) there needs to be a list of stakeholders. Some systems just call this the CC list. People to be copied and that get access to view the ticket, but are not the owners. It's "people of interest". People that should be alerted to ticket status or whatever.
I don't like the word owner for the user that created a ticket. owner is the tech working/responsible for the ticket.
Makes sense. Is Contact a good term, though? Doesn't feel right.
Maybe something like Requester or Submitter?
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I think that this (the CC) is on the task list for tonight. Fingers crossed, lots to do tonight.
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This is pretty major for a ticket system. Without this you can't get necessary visibility to the right people.
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I believe this is on our list for tonight. I just crossed off a larger item on the list so this should likely get done tonight. Hopefully....
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Then I just look at my list after knocking that release and my list has actually gotten longer... hmmmm, how did that happen? Do you have any idea how that happened @QuixoticJustin ????
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@quixoticjeremy said in Sodium Helpdesk: Ticket CC:
Then I just look at my list after knocking that release and my list has actually gotten longer... hmmmm, how did that happen? Do you have any idea how that happened @QuixoticJustin ????
Well if you were moving a bit faster, the list might be getting shorter, rather than longer, you see.
