[rt-users] Sorting / 'Ball-in-court'

[Ross Williamson]

Hey, (This does rely on using RT3)
If you feel like a spot of hacking you could prob do this with a custom 
action and custom field. 
have a custom field call "WhoseCourt" (tm) with only 2 values "us" , "them".

Then in the scrips for the queue (or global) you could have custom 
actions with check if sender eq requestor set WhoseCourt == "us" else 
WhoseCourt = "them"

Then the white magic would be a change to MyTickets to view on 
CustomFields (not that hard really)

We use a similar idea for managing priorities base on where the 
correspondance/comment comes from.

However Chris' idea is very workable its the one i came up with when we 
were working together... but it does rely on ppl doing the "right thing".

Hope that helps

Ross


Chris Bannister wrote:

> Nick Pleis wrote:
>
>> I'm currently in the final stages of getting our RT/RTFM solution setup.
>>  
>> I was hoping to get some help with one problem that we're having:
>>  
>> 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?
>
>
> We normally set tickets awaiting a customer/3rd party response to 
> Stalled.  Then once they are replied to they automatically change back 
> to Open, and therefore the only tickets that need action are New+Open 
> (with an occasional chase on stalled tickets).
>
> This does reply on people setting the stalled status when they have 
> finished working on a ticket, but I find people tend to do this when 
> they keep tripping across the same already answered tickets in open.
>

-- 
Ross Williamson - Managing Director
Mobile : +44 7876308 566
Email  : ross.williamson at abilisk.com
Web    : www.abilisk.com

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