[rt-users] Due time feature

[Timo A. Hummel]

Hi all !

I was playing around with the due time function, but unfortunately it
seems not 
to be functional currently (or it does something else than I expect ;).

RT seems to do nothing when the due time exceeded; there's no scrip
action for it
and RT doesn't show the user that the ticket needs to be processed.

Some thoughts:
- RT should inform the owner if the due time has exceeded (maybe a
littlebit before).
This is important if some company (like ours) has SLA (service level
agreement)
customers where a ticket HAS to be processed in a certain amount of
time.

- If the ticket has not been taken by anyone, RT should show some kind
of information
that there are tickets which have exceeded the due time (or best: notify
that a ticket
will soon exceed the due time)


Best regards
Timo

--

Timo A. Hummel, IT Specialist
IS Innovative Software AG               Phone:  +49 69 505030-302
Feuerbachstraße 26-32                   Fax:    +49 69 505030-505
60325 Frankfurt a.M.                    E-Mail:
mailto:timo.hummel at isg.de
GERMANY                                 WWW:    http://is.ag