Hi there

Got an odd one. On our Kbox if you are not the ticket owner, you cant set someone else's ticket to the status of 'Waiting on Use'r or 'Waiting Overdue'.

However 'On Hold' and 'Waiting on Supplier/Engineer' is allowed. I thought it was because the status states were stalled, but both these are of type stalled. (please see attached screenshot).

Anyone know what is happening here?

Thanks

StuBox
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You probably have the "CustomerResponded" system rule enabled. This will only allow Owners to set to the "waiting" status(es) you have selected in that system rule. You can take a look at the rule in the Queue Configuration.
Answered 02/16/2011 by: airwolf
Tenth Degree Black Belt

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Yes, it must be a rule since there is nothing in the kbox to prevent an owner from changing a status partly.

Perhaps a better name for "CustomerResponded" would be "nonOwnerResponded" as that is how it behaves. What behaviour are you wanting to have stubox?
Answered 02/16/2011 by: GillySpy
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I made a duplicate of that rule that allows anyone but the submitter to modify a ticket without triggering the rule. We only want the user listed as the submitter to trigger the rule, and this was a simple way of accomplishing that. I also added a clause to not trigger if the submitter and owner are the same person - otherwise you can never put the ticket in the waiting status.

Duplicate the CustomerResponded rule and modify the Select query as follows. Make sure you leave the line that says "and HD_STATUS.ID in (35,55)" the same in your duplicate - you're really only modifying the lines after that.

select distinct HD_TICKET.ID,
HD_TICKET.OWNER_ID as OWNER_ID,
HD_TICKET.SUBMITTER_ID as SUBMITTER_ID,
HD_TICKET.ID as TICKNUM,
HD_TICKET.TITLE,
HD_STATUS.NAME AS STATUS_NAME,
HD_STATUS.STATE as STATE,
OWNER.USER_NAME as OWNER_NAME,
OWNER.FULL_NAME as OWNER_FULLNAME,
OWNER.EMAIL as OWNER_EMAIL,
UPDATER.USER_NAME as UPDATERNAME,
UPDATER.EMAIL as UPDATEREMAIL,
SUBMITTER.FULL_NAME as SUBMITTER_FULLNAME
from (HD_TICKET, HD_STATUS)
left join HD_TICKET_CHANGE on HD_TICKET_CHANGE.ID = <CHANGE_ID>
left join HD_TICKET_CHANGE_FIELD on HD_TICKET_CHANGE_FIELD.HD_TICKET_CHANGE_ID = HD_TICKET_CHANGE.ID
left join USER OWNER on OWNER.ID = HD_TICKET.OWNER_ID
left join USER UPDATER on UPDATER.ID = HD_TICKET_CHANGE.USER_ID
left join USER SUBMITTER on SUBMITTER.ID = HD_TICKET.SUBMITTER_ID
where HD_STATUS.ID = HD_TICKET.HD_STATUS_ID
and HD_TICKET_CHANGE.HD_TICKET_ID= HD_TICKET.ID
and HD_TICKET_CHANGE_FIELD.FIELD_CHANGED !='SATISFACTION_RATING'
and HD_TICKET_CHANGE_FIELD.FIELD_CHANGED !='SATISFACTION_COMMENT'
and HD_STATUS.ID in (35,55)
and (UPDATER.ID = SUBMITTER.ID)
and (OWNER.ID != SUBMITTER.ID)
and UPDATER.ID > 0
Answered 02/16/2011 by: airwolf
Tenth Degree Black Belt

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Good one. Make sure to turn off the CustomerResponded rule as you will not be able to modify it with these change. You will have to create a duplicate
Answered 02/16/2011 by: GillySpy
Seventh Degree Black Belt

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Thanks guys, you were right it was the CustomerResponded rule. I'll give your adaptation airwolf a go

Thanks again
Answered 02/17/2011 by: stubox
Blue Belt

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