[rt-users] How to flag neglected tickets for support engineer response??

[Graham Dunn]

Dominic Lepiane wrote:
[snip]
> 
> Hi Darren,
> 
> We have the same problem here.  Large amounts of tickets are pending and we need to be able to identify which ones are customer-last-commented vs. staff-last-commented.  Currently, we do this outside RT and have MySQL queries run from a PHP web page that query the RT database for this info.  And it is a big ugly query (see below).

We have our support staff mark tickets as "stalled" when they reply to a 
customer. Then when the customer replies, the ticket is automatically 
brought back to life.