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<TITLE>Identifying tickets that have seen a requestor response</TITLE>
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<P><FONT SIZE=2 FACE="Arial">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 SIZE=2 FACE="Arial">1) Sort by 'Last contact'</FONT>
<BR><FONT SIZE=2 FACE="Arial">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 SIZE=2 FACE="Arial">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 SIZE=2 FACE="Arial">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 SIZE=2 FACE="Arial">I'm running RT 3.0.11.</FONT>
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<P><FONT SIZE=2 FACE="Arial">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 SIZE=2 FACE="Arial"></j></FONT>
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<P><FONT SIZE=2 FACE="Arial">Joost Schuur, Developer Support Manager, IGN Entertainment</FONT>
<BR><FONT SIZE=2 FACE="Arial">jschuur@igngamespy.com, tel: (949) 798 4228, cell: (949) 923 0074</FONT>
<BR><FONT SIZE=2 FACE="Arial">Publisher and Developer Services, </FONT><A HREF="http://www.poweredbygamespy.com"><U><FONT COLOR="#0000FF" SIZE=2 FACE="Arial">http://www.poweredbygamespy.com</FONT></U></A>
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