[rt-users] rt hard to use

[Lance Davis]

On Wed, 3 Nov 2004, Rick Measham wrote:

> 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.

I would be very grateful ...

Regards
Lance

> 
> Cheers!
> Rick
> 

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