[rt-users] rt hard to use

[Rick Measham]

On Wed, 2004-11-03 at 10:07, Lance Davis wrote:
> Firstly and most important there doesnt seem to be a way to differentiate 
> between tickets that we last updated and tickets that clients have 
> responded to. We need to see ones that clients have responded to and 
> answer their response, but dont need to look at ones that we responded to 
> last. 
> 
> In a system that we last used there were two distinct 'open' statuses for 
> this purpose - 'open support' and 'open customer (requestor)'

G'day Lance,
I've created additional statuses to handle workflow.

new      - Tickets that have been created
replied  - Tickets that have been responded to by us
open     - Tickets that have been responded to by the client
closed   - Tickets that we believe to be finished
resolved - Tickets that the client agrees are resolved

To do this, I adjust the options on the bar at the top of the page when
viewing the ticket. Now when we hit 'reply' the status defaults to
'replied'. When they hit 'reply' it's changed to 'open'. When we hit
resolve it defaults to closed and when they hit resolve it defaults to
resolved.

I can share stuff if you want but it is a simple hack.

Cheers!
Rick
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