<!DOCTYPE HTML PUBLIC "-//W3C//DTD HTML 3.2//EN">
<HTML>
<HEAD>
<META HTTP-EQUIV="Content-Type" CONTENT="text/html; charset=US-ASCII">
<META NAME="Generator" CONTENT="MS Exchange Server version 5.5.2653.12">
<TITLE>RE: [rt-users] Is the ball in our court?</TITLE>
</HEAD>
<BODY>
<P><FONT SIZE=2>Hi,</FONT>
</P>
<P><FONT SIZE=2>The way we solved the problem here is through a scrip. </FONT>
<BR><FONT SIZE=2>Some of our queues have only a few tickets, very few owners, and a usually long delay before questions get an anwser (because they usually need some research).</FONT></P>
<P><FONT SIZE=2>Users where complaining that they hd to check all tickets several times a day for nothing, just in case someone had replied.</FONT></P>
<P><FONT SIZE=2>The scrip just send the owner a mail message when a transaction occurs on its message. This transaction is almost always an incomming answer. The emails contains a URL to the ticket itself so the owner just has to click on the URL and he is back into RT on the desired ticket.</FONT></P>
<P><FONT SIZE=2>All this is just using standard features.</FONT>
</P>
<P><FONT SIZE=2>The proposed solutions based on status and proposed in the other replies are interesting too, could not be applied to us. Turning the messages to "solved" was not acceptable to us for several reasons :</FONT></P>
<P><FONT SIZE=2>1) Really, the ticket is NOT solved. I want to know there is still some potential time to spend on it for the team.</FONT>
<BR><FONT SIZE=2>2) When solving a ticket, we send a message out. Users would beleive we consider that problems are solved when they can't be sorted out in less than 2 days. Bad for our reputation....</FONT></P>
<BR>
<P><FONT SIZE=2>Blaise</FONT>
</P>
<P><FONT SIZE=2>-----Message d'origine-----</FONT>
<BR><FONT SIZE=2>De : Jim Archer [<A HREF="mailto:jim@archer.net">mailto:jim@archer.net</A>]</FONT>
<BR><FONT SIZE=2>Envoye : vendredi 31 janvier 2003 00:06</FONT>
<BR><FONT SIZE=2>A : rt-users@lists.fsck.com</FONT>
<BR><FONT SIZE=2>Objet : [rt-users] Is the ball in our court?</FONT>
</P>
<BR>
<P><FONT SIZE=2>Hi All...</FONT>
</P>
<P><FONT SIZE=2>We have been using RT for several weeks now and its saving us time and </FONT>
<BR><FONT SIZE=2>confusion every day! There is one small issue I would appreciate some </FONT>
<BR><FONT SIZE=2>advice on.</FONT>
</P>
<P><FONT SIZE=2>We have found that it takes several exchanges with the customer to </FONT>
<BR><FONT SIZE=2>completely resolve their issue. After we send them some correspondence, we </FONT>
<BR><FONT SIZE=2>don't have a good way to know if they have replied, since the TOLD column </FONT>
<BR><FONT SIZE=2>in the search is updated upon any correspondence, whether sent or received.</FONT>
</P>
<P><FONT SIZE=2>We have tried resolving the ticket right after sending correspondence, and </FONT>
<BR><FONT SIZE=2>this works in that it gets opened again by RT when the customer responds. </FONT>
<BR><FONT SIZE=2>This is not a great solution.</FONT>
</P>
<P><FONT SIZE=2>Is there an easy way to know that the customer has replied, without </FONT>
<BR><FONT SIZE=2>resolving the ticket?</FONT>
</P>
<P><FONT SIZE=2>Thanks!</FONT>
</P>
<P><FONT SIZE=2>Jim</FONT>
</P>
<P><FONT SIZE=2>_______________________________________________</FONT>
<BR><FONT SIZE=2>rt-users mailing list</FONT>
<BR><FONT SIZE=2>rt-users@lists.fsck.com</FONT>
<BR><FONT SIZE=2><A HREF="http://lists.fsck.com/mailman/listinfo/rt-users" TARGET="_blank">http://lists.fsck.com/mailman/listinfo/rt-users</A></FONT>
</P>
<P><FONT SIZE=2>Have you read the FAQ? The RT FAQ Manager lives at <A HREF="http://fsck.com/rtfm" TARGET="_blank">http://fsck.com/rtfm</A></FONT>
</P>
</BODY>
</HTML>