<!DOCTYPE HTML PUBLIC "-//W3C//DTD HTML 4.0 Transitional//EN">
<HTML><HEAD>
<META HTTP-EQUIV="Content-Type" CONTENT="text/html; charset=iso-8859-1">
<TITLE>Identifying tickets that have seen a requestor response</TITLE>
<META content="MSHTML 6.00.2800.1400" name=GENERATOR></HEAD>
<BODY>
<DIV><SPAN class=836221821-09072004><FONT face=Arial color=#0000ff size=2>You
can set them to stalled and create a scrip to open on correspondance. Then, when
someone replies, it will reopen....</FONT></SPAN></DIV>
<BLOCKQUOTE dir=ltr
style="PADDING-LEFT: 5px; MARGIN-LEFT: 5px; BORDER-LEFT: #0000ff 2px solid; MARGIN-RIGHT: 0px">
<DIV class=OutlookMessageHeader dir=ltr align=left><FONT face=Tahoma
size=2>-----Original Message-----<BR><B>From:</B> Joost Schuur
[mailto:jschuur@igngamespy.com]<BR><B>Sent:</B> Friday, July 09, 2004 3:24
PM<BR><B>To:</B> 'rt-users@lists.bestpractical.com'<BR><B>Subject:</B>
[rt-users] Identifying tickets that have seen a requestor
response<BR><BR></FONT></DIV><BR>
<P><FONT face=Arial size=2>I'm trying to identify the best process to
differentiate between open tickets that need a response, and those that are
awaiting further info from the requestor before the support people need to
worry about them again. So far, I've only identified 2 options, none of which
I'm too happy with:</FONT></P>
<P><FONT face=Arial size=2>1) Sort by 'Last contact'</FONT> <BR><FONT
face=Arial size=2>2) Manually set them to 'stalled' whenever they're responded
to and then set them back to 'open' when they see another
correspondence.</FONT></P>
<P><FONT face=Arial size=2>Of course, the obvious option is to just email
responses to tickets to admins, and use that as a notification when an update
is available. But what if I just wanted to use the web interface for a simple
overview of 'tickets that need responses', without consulting a set of
emails?</FONT></P>
<P><FONT face=Arial size=2>What I'd really like if a little 'new' tag or to
highlight in bold those tickets that require user attention. Has this been
done in a custom addon?</FONT></P>
<P><FONT face=Arial size=2>I'm running RT 3.0.11.</FONT> </P>
<P><FONT face=Arial size=2>Related, if I wanted to manupilate the status of a
ticket during correspodence, can this be done in custom actions? Something
like 'On Correspondence (if status is 'new' then set status to
'open')),</FONT></P>
<P><FONT face=Arial size=2></j></FONT> </P>
<P><FONT face=Arial size=2>Joost Schuur, Developer Support Manager, IGN
Entertainment</FONT> <BR><FONT face=Arial size=2>jschuur@igngamespy.com, tel:
(949) 798 4228, cell: (949) 923 0074</FONT> <BR><FONT face=Arial
size=2>Publisher and Developer Services, </FONT><A
href="http://www.poweredbygamespy.com"><U><FONT face=Arial color=#0000ff
size=2>http://www.poweredbygamespy.com</FONT></U></A>
</P></BLOCKQUOTE></BODY></HTML>