[rt-users] Re: Query to find open tickets where customer hasn't been replied to

[Gary Oberbrunner]

Robert Long wrote:
> Gary Oberbrunner wrote:
>> Isn't this a common thing, to want to find the open tickets that aren't
>> being handled in a timely fashion?
> How about setting up a custom field like  "Where the ball lays" with
> values of "Customer" or "Us".  Then write a scrip to flip that value if
> one of your people replies to the ticket ( if they're all part of the
> same group this would be easy ), and another scrip to flip the value
> back if the ticket is updated by someone else (You could do this all in
> the same scrip I do suppose, for some reason I opted to do it in two).
> 
> Then you can just create a search for 'not resolved' and 'The ball is in
> our court'..  I even go so far as to have my RT at a glance configured
> so I list tickets I need to respond to separately from those that I have
> responded to.

OK, that's clever.  I'm going to look into that.  Thank you!

-- Gary