[rt-users] Searching For Tickets Without Reminders

[Ram]

Hey there,

We handle a bunch of tickets and one of the ways we help our support staff
not drop the ball is by putting a saved search on the support Dashboard
that shows 'my stagnant tickets'  [LastUpdated < '12 days ago' AND Owner.id
= '__CurrentUser__' AND (  Status = 'open' OR Status = 'new' )].

We have a class of requests that require us to take an action which may
take a few weeks; in these cases the support folks set a reminder for e.g.
3 weeks. We don't to close these tickets b/c they are still being serviced
and should show up in the various reports that check for ticket status.
OTOH these aren't stagnant tickets in the sense that they are correctly on
hold for a few weeks.

One of the users asked if we can modify the 'my stagnant tickets' search to
omit tickets that have an open reminder set. This seems like a reasonable
approach. Anyone know how to do this using RT Ticket Searches?

thanks
ram
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