[rt-users] Is the ball in our court?

[Harald Kollera]

Hi,

On Fri, 2003-01-31 at 00:06, Jim Archer wrote:
> Hi All...
> 
> Is there an easy way to know that the customer has replied, without 
> resolving the ticket?
In our workflow we have added a new state called "fixed", which means we
found a solution for the problem, but it is not tested yet or the
customer has not agreed to our solution . That depends on the usage of
the queue. In the web interface 'fixed' tickets are shown in a light
blue in the list of the tickets one owns, so everyone has a good
overview. (we like these colored lists :-) 
These tickets reopen like 'stalled' or 'resolved' tickets, if something
happens with them. Normally the customer responds next to a message.

Regards,
Harald
-- 
Dr. Harald Kolléra   Professional Services
fun communications GmbH
Brauerstrasse 6   76135 Karlsruhe   Germany
Tel: +49 (0)7 21-9 64 48-1 54 Fax: +49 (0) 7 21 9 64 48-2 99
email: harald.kollera at fun.de  http://www.fun.de/