[rt-users] stupid question (noob)

[Kevin Falcone]

On Mon, Jan 10, 2011 at 04:29:15PM -0600, Chris Barnes wrote:
> We have just started using RT and are quite pleased with our initial
> impressions.   But there is one thing I *really* wish it would do
> and am hoping there is a configuration tweak I can make
> 
> There is an open ticket
> * We use the "Reply" link/button to get information back from the user
> * The user replies to the email message (properly keeping the
> subject line in-tact
> 
> --> is there anyway for RT to indicate that there is "new
> information" in the ticket that we need to look at?

You can have RT forward the email from the end user to the ticket
owner, or in the UI you could use LastUpdated/LastUpdateBy or
UpdateStatus on your saved search.

-kevin
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