[rt-users] stupid question (noob)

[Landon Stewart]

On Mon, Jan 10, 2011 at 2:29 PM, Chris Barnes <chris-barnes at tamu.edu> wrote:

> We have just started using RT and are quite pleased with our initial
> impressions.   But there is one thing I *really* wish it would do and am
> hoping there is a configuration tweak I can make
>
> There is an open ticket
> * We use the "Reply" link/button to get information back from the user
> * The user replies to the email message (properly keeping the subject line
> in-tact
>
> --> is there anyway for RT to indicate that there is "new information" in
> the ticket that we need to look at?
>

When I reply to the 'requestor' I mark the ticket status as "Stalled" unless
there's more I need to do before they get back to me with more information.
When they reply it will automatically be marked with a status of "Open"
again (as per a global Scrip).

Appart from that you can modify the ticket list to include the 'last updated
time' and 'last updated by' fields and even sort by the time field so you
can see the oldest first or something.

-- 
Landon Stewart <LStewart at SUPERB.NET>
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