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<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'>I think that the RT way is that when you
are waiting for a customer (Requestor) response the ticket is set to stalled.
When the requestor replies to the ticket, it becomes an open ticket again.</span></font></p>
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10.0pt;font-family:Arial;color:navy'> </span></font></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'>Real </span></font></p>
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<p class=MsoNormal style='margin-left:.5in'><font size=2 face=Tahoma><span
style='font-size:10.0pt;font-family:Tahoma'>-----Original Message-----<br>
<b><span style='font-weight:bold'>From:</span></b> rt-users-admin@lists.fsck.com
[mailto:rt-users-admin@lists.fsck.com] <b><span style='font-weight:bold'>On
Behalf Of </span></b>Nick Pleis<br>
<b><span style='font-weight:bold'>Sent:</span></b> Thursday, October 02, 2003
4:43 PM<br>
<b><span style='font-weight:bold'>To:</span></b> rt-users@lists.fsck.com<br>
<b><span style='font-weight:bold'>Subject:</span></b> [rt-users] Sorting /
'Ball-in-court'</span></font></p>
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<p class=MsoNormal style='margin-left:.5in'><font size=2 face=Arial><span
style='font-size:10.0pt;font-family:Arial'>I'm currently in the final stages of
getting our RT/RTFM solution setup.</span></font></p>
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<p class=MsoNormal style='margin-left:.5in'><font size=2 face=Arial><span
style='font-size:10.0pt;font-family:Arial'>I was hoping to get some help with
one problem that we're having:</span></font></p>
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<p class=MsoNormal style='margin-left:.5in'><font size=2 face=Arial><span
style='font-size:10.0pt;font-family:Arial'>When looking at the Queue as a whole
it would be REALLY nice if we could see when customers actually send us
correspondence. What we'd really like to be able to do is see which side was
the last to send actual correspondence to other side. Much like a tennis match,
we want to know who's 'court' the ball is in. That way we could sort the
messages based on all of the issues that our customers have responded to, but
we haven't responded back (yet). Does anyone have a system like this in place?</span></font></p>
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<p class=MsoNormal style='margin-left:.5in'><font size=2 face=Arial><span
style='font-size:10.0pt;font-family:Arial'>I actually have a plan to achieve
much of this with the addition of a new database table and a scrip..(with scrip
actions based on outgoing/incoming tickets that update the table), but this
would also require modifying the actual RT code to recognize this table...
which isn't necessarily optimal. </span></font></p>
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<p class=MsoNormal style='margin-left:.5in'><font size=2 face=Arial><span
style='font-size:10.0pt;font-family:Arial'>Thanks,</span></font></p>
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<p class=MsoNormal style='margin-left:.5in'><font size=2 face=Arial><span
style='font-size:10.0pt;font-family:Arial'>Nick Pleis</span></font></p>
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