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. -- -- rouilj John Rouillard System Administrator Renesys Corporation 603-244-9084 (cell) 603-643-9300 x 111 _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com