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Dear All I've been testing a few things with Chris but need to reassign the test ticket we are using to a site where the sysadmin definitely has a default role in GGUS. If you know you have a default setup and can help please let me know and I'll reassign the test ticket to your site to check a few things. Many thanks, Jeremy On 2 Dec 2011, at 13:12, J Coles wrote: > 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/