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<DIV><FONT face=Arial color=#0000ff size=2><SPAN
class=218445420-02102003>I added a new column in the
Search/Elements/TicketRow and Search/Elements/TicketHeader so that I could
display $Ticket->LastUpdatedByObj ->Name.</SPAN></FONT></DIV>
<DIV><FONT face=Arial color=#0000ff size=2><SPAN
class=218445420-02102003></SPAN></FONT> </DIV>
<DIV><FONT face=Arial color=#0000ff size=2><SPAN class=218445420-02102003>My
technicians sort the queue's search results by 'LastUpdated' and they scan the
'LastUpdatedBy' column looking for customers email
addresses.</SPAN></FONT></DIV>
<DIV><FONT face=Arial color=#0000ff size=2><SPAN
class=218445420-02102003></SPAN></FONT> </DIV>
<DIV><FONT><SPAN class=218445420-02102003></SPAN></FONT><FONT face=Arial
color=#0000ff size=2><SPAN class=218445420-02102003>Hope this
helps.</SPAN></FONT></DIV>
<DIV><FONT face=Arial color=#0000ff size=2><SPAN
class=218445420-02102003></SPAN></FONT> </DIV>
<DIV><FONT face=Arial color=#0000ff size=2><SPAN
class=218445420-02102003>SH</SPAN></FONT></DIV>
<BLOCKQUOTE dir=ltr style="MARGIN-RIGHT: 0px">
<DIV class=OutlookMessageHeader dir=ltr align=left><FONT face=Tahoma
size=2>-----Original Message-----<BR><B>From:</B> Nick Pleis
[mailto:NickP@cesinc.com]<BR><B>Sent:</B> Thursday, October 02, 2003 4:43
PM<BR><B>To:</B> rt-users@lists.fsck.com<BR><B>Subject:</B> [rt-users] Sorting
/ 'Ball-in-court'<BR><BR></FONT></DIV>
<DIV><SPAN class=781013320-02102003><FONT face=Arial size=2>I'm currently in
the final stages of getting our RT/RTFM solution setup.</FONT></SPAN></DIV>
<DIV><SPAN class=781013320-02102003><FONT face=Arial
size=2></FONT></SPAN> </DIV>
<DIV><SPAN class=781013320-02102003><FONT face=Arial size=2>I was hoping to
get some help with one problem that we're having:</FONT></SPAN></DIV>
<DIV><SPAN class=781013320-02102003><FONT face=Arial
size=2></FONT></SPAN> </DIV>
<DIV><SPAN class=781013320-02102003><FONT face=Arial size=2>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?</FONT></SPAN></DIV>
<DIV><SPAN class=781013320-02102003><FONT face=Arial
size=2></FONT></SPAN> </DIV>
<DIV><SPAN class=781013320-02102003><FONT face=Arial size=2>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. </FONT></SPAN></DIV>
<DIV><SPAN class=781013320-02102003><FONT face=Arial
size=2></FONT></SPAN> </DIV>
<DIV><SPAN class=781013320-02102003><FONT face=Arial
size=2></FONT></SPAN> </DIV>
<DIV><SPAN class=781013320-02102003><FONT face=Arial
size=2>Thanks,</FONT></SPAN></DIV>
<DIV><SPAN class=781013320-02102003><FONT face=Arial
size=2></FONT></SPAN> </DIV>
<DIV><SPAN class=781013320-02102003><FONT face=Arial size=2>Nick
Pleis</FONT></SPAN></DIV><!--[object_id=#cesinc.com#]-->
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