Changing owner/created by for a ticket

Robby Russell's Avatar

Robby Russell

20 Mar, 2012 02:22 PM

We're trying to make some changes to our workflow and one issue that we have is that we sometimes end up putting a ticket into the system on behalf of a client who sent in an email and/or called on the phone. It would be great if we could manage the "owner" of a ticket (not necessarily who will resolve it, but who initially raised the issue with us).

This way they can sign into LH and see all of the tickets they've raised and check on the status of those items.

We don't have to change this detail very often, but it is something that has been coming up more and more recently. Even if we could only do it via the API, that would be great. I didn't see that we could change the created-by field in the list of attributes (or some sort of requested-by attribute)

Any thoughts/suggestions on this front?

Thanks in advance,

  1. 1 Posted by Robby Russell on 20 Mar, 2012 02:32 PM

    Robby Russell's Avatar

    Optionally, if we had some sort of custom fields, this could be managed through that. We've explored tags, but it's a bit of a pain in the ass when we need to change tags across a bunch of tickets (ie., if we need to change the "owner" of a ticket should someone be on vacation and we need to transfer who is going to approve resolution on those tickets).

  2. 2 Posted by Julien on 20 Mar, 2012 10:07 PM

    Julien's Avatar

    Hi Robby,

    The person who creates a ticket has to be a user of the system in any case. Do you have users for your clients? If so, all you have to do is use their API key when creating the ticket.

    Would that be a workable solution for you?

  3. Nicole closed this discussion on 01 May, 2012 04:43 PM.

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