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

[Ruslan Zakirov]

On Mon, May 12, 2008 at 9:53 PM, Darren Nickerson <darren at dazza.org> wrote:
> Folks,
>
> We've been using RT for some time now, and have managed to get by with
> pretty much a stock configuration. Our support reps are starting to get lost
> in a sea of tickets though, where only the most recently 'alive' tickets get
> attended to, and lots of important ones drop off their radar. We're looking
> to take advantage of some of the fancy hooks, bells and whistles that are
> possible due to RT's open architecture.
May be you want to look at SLA extension for RT that is available from
the CPAN. It will allow you to maintain Due dates according to last
user reply. As well you can use LinearEscalation together with it
autoset priotirties according to how much time left until Due date.

>
> Our objective is to flag tickets that require a support engineer response
> somehow. Our criteria for determining which tickets require a response might
> be, for example, tickets where the last comment or correspondence was not
> from someone in the RT group "Support". In theory, that would mean that the
> customer (or other interested parties in the cc: list) were the last ones to
> update the ticket, and the ball is now in our court.
SLA extension I mentioned above does this by flipping Due date. If you
define deadline of responses then Due date is set when requestor
updates and unset when owner replies. So tickets with close due dates
or overdue can be on the top if you'll order them by this field.

>
> Our preliminary research suggests that we might be able to invoke
> RT::Search::FromSQL from rt-crontool and use that to locate tickets matching
> the above condition, and "do something" to those tickets.  We're not sure
> what "do something" means, but it might mean setting a custom field (Ruslan
> says custom statuses are bad ;-)) or something similar. Where we really hit
> a wall is how to prioritize these items in the "RT at a glance" page as
> needing a response from us. Is it possible to colorize the tickets red,
> perhaps?
As we have implemented custom statuses and it's now configurable in
the config. I think it's ok now and we're going to maintain them and
improve. --Ruslan Zakirov :) You can quote this wherever you found
quote of my attacks against custom statuses I made a few years ago.

>
> Essentially what we need is a 'Customer Pending' and 'Support Pending'
> designation that will allow us to flag "Support Pending" tickets for support
> engineer attention. This seems like a common problem ... does anyone have
> any recipes/solutions/tips that might help? All advice welcomed!
As well you can use stalled ticket status as suggested below. And you
can automate this. You need scrip "On Owner Reply set Status stalled",
I think you can find all parts you need for this scrip on the wiki.

>
> -Darren
>
>
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-- 
Best regards, Ruslan.