Redmine

Hello people,

Could you please help me with the following issue?

We are a small sized company, approx 20 people including 5 IT and are using redmine for all task, not just the IT dept. For example sales to product communication etc.

I have recently come across a simple issue that however proves to be quite difficult to solve:

Say I give a task to "Robert" to change a light bulb at the toilet. I am the Author, he is the Assignee.
He then decides that he doesn't know all the information required to change the light bulb and requests feedback from me. How does he notify me that he is requesting feedback? i see two options:
a) he just changes status and I receive an email
b) he changes the status to feedback and assigns the issue to me. I become the Assignee.

Which one is better?
In case a) I might overlook the email and he won't get the feedback in time. Is there a way around this? even if I create a filter for this, I have to be pro active to find out. i might forget etc and he will not get his feedback.
In case b) I have better chance of finding out that he wants feedback, but I am losing the ability to track this issue among all the other issue assigned to Robert.

Secondly,
Say I have Given Robert this task. He then decides to give it to Martin. For the sake of simplicity, let's say that he cannot create a subtask or a brand new issue.
Am I correct that hsi only way fo doing that is to change the assignee to Martin?
If yes, how do I keep track of the issue?

I know this is ridiculous basics, but we have no one used such software before and these operational things are killing me. When we figure one way, we fail because it creates a new set of problems.

Thanks again fro any help.
Arnost