<!DOCTYPE HTML PUBLIC "-//W3C//DTD HTML 4.0 Transitional//EN">
<HTML><HEAD>
<META http-equiv=Content-Type content="text/html; charset=iso-8859-1">
<META content="MSHTML 6.00.6000.16640" name=GENERATOR>
<STYLE></STYLE>
</HEAD>
<BODY bgColor=#ffffff>
<DIV><FONT size=2>Folks,</FONT></DIV>
<DIV><FONT size=2></FONT> </DIV>
<DIV><FONT size=2>We've been using RT for some time now, and have managed to get
by with pretty much a stock configuration. Our support reps are starting to get
lost in a sea of tickets though, where only the most recently 'alive' tickets
get attended to, and lots of important ones drop off their radar. We're looking
to take advantage of some of the fancy hooks, bells and whistles that are
possible due to RT's open architecture.</FONT></DIV>
<DIV><FONT size=2></FONT><FONT size=2></FONT> </DIV>
<DIV><FONT size=2>Our objective is to flag tickets that require a support
engineer response somehow. Our criteria for determining which tickets require a
response might be, for example, tickets where the last comment or correspondence
was not from someone in the RT group "Support". In theory, that would mean that
the customer (or other interested parties in the cc: list) were the last ones to
update the ticket, and the ball is now in our court.</FONT></DIV>
<DIV><FONT size=2></FONT> </DIV>
<DIV><FONT size=2>Our preliminary research suggests that we might be able to
invoke RT::Search::FromSQL from rt-crontool and use that to locate tickets
matching the above condition, and "do something" to those tickets. We're
not sure what "do something" means, but it might mean setting a custom field
(Ruslan says custom statuses are bad ;-)) or something similar. Where we really
hit a wall is how to prioritize these items in the "RT at a glance" page as
needing a response from us. Is it possible to colorize the tickets red,
perhaps?</FONT></DIV>
<DIV><FONT size=2></FONT> </DIV>
<DIV><FONT size=2>Essentially what we need is a 'Customer Pending' and 'Support
Pending' designation that will allow us to flag "Support Pending" tickets for
support engineer attention. This seems like a common problem ... does anyone
have any recipes/solutions/tips that might help? All advice
welcomed!</FONT></DIV>
<DIV><FONT size=2></FONT> </DIV>
<DIV><FONT size=2>-Darren</FONT></DIV>
<DIV><FONT size=2></FONT> </DIV>
<DIV> </DIV></BODY></HTML>