[rt-users] tracking tickets which have been replied to?

[Jo Rhett]

On Feb 11, 2009, at 2:52 PM, John Rouillard wrote:
> On Wed, Feb 11, 2009 at 02:17:45PM -0800, Jo Rhett wrote:
>> Okay, this is so obvious of a requirement in a ticket system that  
>> I've
>> been spinning in circles assuming I'm overlooking something.   
>> However,
>> I haven't found it, so could someone please clue me in how to do  
>> this?
>>
>> Ticket opened by a customer - needs response
>> Ticket replied to by helpdesk - has been handled
>> Ticket replied to by a customer - needs response again
>>
>> Unfortunately, I see nothing in RT which will highlight that message
>> and bring it up on anyone's screen as needing action.  Yes, an e-mail
>> will go out.  But I'm looking for the following kind of things:
>>
>> 1. If not responded to within a given period, unassign from owner  
>> and/
>>   or escalate in some visible fashion
>>
>> 2. Bring it to the top of everyone's list as needing action.
>>
>> I'm guessing that the solution will rely on something like this:
>>
>> A) A global script to lower priority on Comment or Correspondence (or
>>   Resolve) below a certain number
>> B) A global script to raise priority on update from customer above
>>   that certain number
>> C) An rt-crontool script to annoy people about priority > certain
>>   number unanswered tickets
>>
>> Has anyone else already run down this road?
>
> Not exactly what you are looking for, but I set the status to stalled
> when I am waiting for input from the user.  Then the default global
> script:
>
>  On Correspond Open Tickets with template Blank
>
> will open the ticket again when the user (or anybody else) responds
> normally (as opposed to responding with a comment).
>
> A canned search for open tickets sorted by last updated time should
> bubble it to the top of the list. I have such a bookmarked search
> running as my status display every 10 minutes or so.


Thanks.  It's an interesting idea, but I'm not sure that it makes the  
most sense because it requires extra action by the lowest paid  
people.  Unless I could automatically reset the state appropriately...

-- 
Jo Rhett
Net Consonance : consonant endings by net philanthropy, open source  
and other randomness