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

[Ryan Frantz]

----- Original Message -----
> From: "Thomas Sibley" <trs at bestpractical.com>
> To: rt-users at lists.bestpractical.com
> Sent: Wednesday, July 20, 2011 9:28:54 PM
> Subject: Re: [rt-users] see new replies on home / dashboard
> On 07/20/2011 07:47 PM, Simon Walter wrote:
> > 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.
> 
> I include the LastUpdatedBy column in my saved searches for just this
> reason. If the last person to update wasn't me, the ticket probably
> needs attention.

Alternatively, on the at-a-glance page, you could edit the '10 highest priority tickets I own' section to include the 'UpdateStatus' column.  That will show a status of "New" when a new comment/reply came in that isn't from you.

Ryan

> 
> I also use the Stalled status when I expect it might take a while and
> I
> want to push a ticket off my plate until something happens. When
> someone corresponds, the ticket is automatically set to Open again and
> it'll pop up in my saved searches. You can of course have tickets
> auto-open on any sort of action that you want just by configuring new
> scrips.
> 
> Thomas
> 
> --------
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