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Hi John I have kept him aware of it and will send this latest part of the thread. Jeremy On 2 Dec 2011, at 13:08, John Gordon wrote: > Tickets in assigned state with noone else assiged just. Ngiuk su should appear on the helpdesks list. Can someone please send this conversation to John Kewley? > ***Sent via RoadSync® for Android™ > > -----Original Message----- > From: Daniela Bauer > Sent: Dec 02, 2011 12:40 PM > To: [log in to unmask] > Subject: Re: Reassign wrongly assigned tickets > > > > > Can you really not change the 'assign to specific person' field ? I've > had a support role forever I can't tell how tickets look like without > one. > > There is no way even with a support role to explicitly reassign a > ticket back to the NGI helpdesk. > > Daniela > > On 2 December 2011 12:35, Jeremy Coles <[log in to unmask]> wrote: >> Isn't the point that people are unable to reassign tickets themselves? I think you need a support role in GGUS or the NGI to do it. If everyone can reassign then I do not see what the problem is in reassigning it back to the NGI! >> >> Jeremy >> >> >> On 2 Dec 2011, at 12:29, Daniela Bauer wrote: >> >>> Alternatively you could use >>> https://www.gridpp.ac.uk/deployment/support/index.html >>> >>> (which is what the UKI helpdesk uses) and take a stab at reassigning >>> this yourself. >>> >>> No need to be shy .... >>> >>> Cheers, >>> Daniela >>> >>> On 2 December 2011 11:43, Jeremy Coles <[log in to unmask]> wrote: >>>> Hi Daniela/All >>>> >>>> I did ask GGUS via John K and the response is that the GGUS developers do not see the need for such a feature. >>>> >>>> "People with support privileges in GGUS can assign tickets back to TPM or any other support unit. >>>> I don't see any need for such a feature." >>>> >>>> We can either try to persuade them or try to work with one of the alternatives being suggested (which we will >>>> have to do for now anyway). >>>> >>>> The best steps for now would seem to be: >>>> >>>> A1) Indicate in the ticket that it has been incorrectly assigned >>>> A2) Revert ticket status to 'Assigned' >>>> A3) Email john.kewley at stfc.ac.uk informing him of the ticket. Or we can create a list of people with supporter rights who can reassign the ticket and send the message to that list. >>>> >>>> or >>>> >>>> B1) If the ticket is not for the UK then assign it back to TPM. >>>> >>>> The advantage of B even for UK incorrect assignments is that others outside the UK would also lobby for a new 'incorrectly assigned' feature/option, but it would be slower than A. >>>> >>>> Jeremy >>>> >>>> >>>> >>>> >>>> >>>> On 2 Dec 2011, at 10:40, Daniela Bauer wrote: >>>> >>>>>> I also happen to not like the helpdesk setting status to "in progress". >>>>> +1 'in progress' should be used by the site to acknowledge that >>>>> they've seen the ticket. >>>>> >>>>> You could ask GGUS for an 'incorrect assigned ticket' feature. >>>>> >>>>> Daniela >>>>> >>>>> >>>>>> Chris >>>>>> >>>>>> >>>>>>> >>>>>>> Sent from my phone. >>>>>>> >>>>>>> -----Original Message----- >>>>>>> From: Stephen Burke <[log in to unmask]> >>>>>>> Sent: 01 December 2011 19:10 >>>>>>> To: [log in to unmask] <[log in to unmask]> >>>>>>> Subject: Re: Reassign wrongly assigned tickets >>>>>>> >>>>>>> >>>>>>> Testbed Support for GridPP member institutes >>>>>>>> [mailto:[log in to unmask]] On Behalf Of Chris Brew said: >>>>>>>> Thanks, but is there no process for me to do it? It happens >>>>>>>> every now and >>>>>>>> again and it would be good for us to be able to reassign it back. >>>>>>> >>>>>>> You could assign it to the TPM and then assign it back to the UK, that might get it treated like a new ticket ... >>>>>>> >>>>>>> Stephen >>>>> >>>>> >>>>> >>>>> -- >>>>> ----------------------------------------------------------- >>>>> [log in to unmask] >>>>> HEP Group/Physics Dep >>>>> Imperial College >>>>> Tel: +44-(0)20-75947810 >>>>> http://www.hep.ph.ic.ac.uk/~dbauer/ >>> >>> >>> >>> -- >>> ----------------------------------------------------------- >>> [log in to unmask] >>> HEP Group/Physics Dep >>> Imperial College >>> Tel: +44-(0)20-75947810 >>> http://www.hep.ph.ic.ac.uk/~dbauer/ > > > > -- > ----------------------------------------------------------- > [log in to unmask] > HEP Group/Physics Dep > Imperial College > Tel: +44-(0)20-75947810 > http://www.hep.ph.ic.ac.uk/~dbauer/