On Nov 25, 2009, at 9:38 AM, Niels Reedijk <niels.reedijk@xxxxxxxxx> wrote:
Now what I want to suggest is to migrate to the Trac 0.11 workflow. Here a new status is added: the accepted status.This will enable us to implement something like the 'first line support employee'.
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- The support employee/developer try to categorize the ticket. If the developer thinks it is his, he 'accepts' the ticket and it gets the status acccepted. If the support employee/developer want to (re)categorize the ticket, they do so and it gets the status assigned (meaning it is assigned to a developer). - The assignee either accepts the ticket (status: accepted) or assigns it to another component/developer (or perhaps even back to the 'support employee').
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Now the first line support person could take some workload of the devs and take over the General categories (and the categories with no maintainer) and try to triage some of the reports that are coming in.
Would it be worthwhile to create a new component 'Unclassified' or 'I don't know', which is the default component for new tickets? The default owner for that component is the support employee. Would it be possible for the support employee to be an abstract person, much like 'nobody'? That may encourage more people to become first responders.
--mmadia