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

Roy El-Hames rfh at pipex.net
Thu Aug 9 13:28:47 EDT 2007

A working practise that we use here (and I believe its common) is if we 
are waiting on a customer response set the ticket to stalled ..
There are global scrip that open the ticket again on correspond 
(assuming that your customers can only respond to tickets and not 
comment) ..


Gary Oberbrunner wrote:
> 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
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