New ticket system enhancements

[Ron]

It seems that JAG has implemented something new in the ticket system, a "We're working on it" repsonse. That's great!

However, my server fell over, so I opened a ticket this evening and got that response about 3 minutes later. I wasn't able to receive emails so I refreshed the ticket page every so often.

It took about 25 minutes from my ticket to the system fully functional and email received. Great job!

The ticket system was updated and I got an email with the 25 minute-later timestamp, but the second response on the ticket system says that the ticket was completed in the original three minute response time.

This won't do much good for statistical reporting on tech support! You need to fix the timestamp on the tickets (or the loophole that allows the tech to hold open a response and get the fast "resolution" time (Hey, if *I* was a tech, I might do the same thing...)).

[Vin DSL]

It seems that JAG has implemented something new in the ticket system, a "We're working on it" repsonse. That's great!

Are you kidding me?!?!?! Those 'canned' responses drive me crazy!

Somebody, obviously, thinks 'they' are a good idea, but they look so friggin' cheesy, it makes me want to honk!

[Ron]

Thanks for writing in.

donot hesitate to contact us

again with your opinion, Vin.

lol

It's not the text, it's the proceedure that I'm hailing. I prefer that there is a canned "We're working on it" rather than the ticket sit there in "New - Unanswered" status, and me thinking that they're not aware of the ticket or are ignoring the ticket system.

[Spathiphyllum]

Looks like it's going to be one of those days.

[JPC-Greg]

Its more of a timestamp than a canned response to let you know the ticket is being worked on. Obviously Ron has pointed out a bug thats stamping the reply with the same time as the claimed ticket notice.

[Gwaihir]

For now, I like it. In recent times it has seemed to me that techs have been way too reluctant to make this simple statement, trying to fix in too big a hurry instead.

[Daiver]

Vin has the weirdest reactions. This one made me laugh loudly.

[Vin DSL]

Vin has the weirdest reactions. This one made me laugh loudly.

I know you're new here, so you've never had a chance to read my first post on JagPC, but generally speaking, VinDSL is the most loved and most hated person on any site he's on, all at the same time.

HEh! That one made me laugh too! You shoulda seen the one that got deleted...

[JonathanB]

... generally speaking, VinDSL is the most loved and most hated person on any site he's on, all at the same time.

And the one most likely to talk about himself in the third person.