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On Thu, Jan 17, 2013 at 4:46 PM, Matt Doidge <[log in to unmask]> wrote: > Hello, > > >> It has been noticed that some sites are not changing the status of their >> tickets from 'Assigned' to 'In progress' when they begin working on them. >> Please could I remind you to make the change - we agreed it was better for >> those responding to tickets to make this change than those monitoring them. >> > > To be fair to the sites (or maybe to shift the focus slightly) all the > tickets that I spotted (prompted by this mail, I haven't been proactive > enough this week) that were in the "Assigned" state had no site reply in > them - suggesting that they hadn't been noticed by the site, which is > potentially far worse then forgetting to switch a ticket status. > > It's a subtle difference, but I would say it's more useful to ask a site if > they've actually seen a ticket rather then focus on the status-switch. > Although I noticed that the original mail prompted a few sites to check. > > The only untouched tickets now belowing to Brunel, RHUL (although this one > is only a few hours old) and the NGI itself. Just for knowledge, what is agreed first response time? > > Cheers, > Matt >