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<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></BODY><!--[object_id=#cesinc.com#]--><P align=center><FONT face=Tahoma size=2><FONT color=#0000ff></FONT></FONT> </P></HTML>