Dominic Lepiane wrote: [snip] > > Hi Darren, > > We have the same problem here. Large amounts of tickets are pending and we > need to be able to identify which ones are customer-last-commented vs. > staff-last-commented. Currently, we do this outside RT and have MySQL > queries run from a PHP web page that query the RT database for this info. > And it is a big ugly query (see below).
We have our support staff mark tickets as "stalled" when they reply to a customer. Then when the customer replies, the ticket is automatically brought back to life. _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
