[rt-users] Identifying tickets that have seen a requestor res ponse

[Brett Barnhart]

You can set them to stalled and create a scrip to open on correspondance.
Then, when someone replies, it will reopen....

-----Original Message-----
From: Joost Schuur [mailto:jschuur at igngamespy.com]
Sent: Friday, July 09, 2004 3:24 PM
To: 'rt-users at lists.bestpractical.com'
Subject: [rt-users] Identifying tickets that have seen a requestor response




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:

1) Sort by 'Last contact' 
2) Manually set them to 'stalled' whenever they're responded to and then set
them back to 'open' when they see another correspondence.

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?

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?

I'm running RT 3.0.11. 

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')),

</j> 

Joost Schuur, Developer Support Manager, IGN Entertainment 
jschuur at igngamespy.com, tel: (949) 798 4228, cell: (949) 923 0074 
Publisher and Developer Services,  <http://www.poweredbygamespy.com>
http://www.poweredbygamespy.com 

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