[rt-users] see new replies on home / dashboard

Kenneth Crocker kfcrocker at lbl.gov
Mon Aug 1 12:43:42 EDT 2011


You could try something like this:

Make sure the customer is the "Requestor".
Then write a search that looks for "LastUpdatedBy" eq to the RequestorID AND
"LastUpdated" < "10 days ago" or something to that effect.

The point is that you can set up a search for the correct criteria and then
put that search in your homepage display.

Hope this helps.


On Wed, Jul 20, 2011 at 4:47 PM, Simon Walter <simon at gikaku.com> wrote:

> Hi all,
> I'm new to RT. I've setup OTRS at my last company, and it was very useful.
> However, I like some of the RT features, and would like to be able to use
> it
> instead.
> One thing I need is to be able to see clearly on the Home screen /
> Dashboard
> is when a new reply to an existing ticket enters the system via email. It's
> clear when there is a new ticket in a queue, but there is no indication
> when a
> ticket has a new email reply. There are times when an issue is pending a
> customer's reply. If there is no clear way to see these replies on the home
> screen, that's kind of a show stopper. I think that is the only thing I
> miss
> from OTRS.
> Is there any way I can configure this? Should I be using RT differently?
> I'm all
> ears. Thanks!
> Simon
> --------
> 2011 Training: http://bestpractical.com/services/training.html
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