On Tue, Oct 06, 2009 at 03:52:38PM +0100, Howard Jones wrote: > Hi, > > > I think my final goal will be to have two states for open tickets: > pending_tech, pending_customer or similar, and something to nag internal > users if the ticket is waiting on them, and resolve if it's waiting on > the customer after a couple of weeks. Has anyone else already done that? >
here, we use the "stalled" status when the request is waiting for a customer answer. (when we respond to customer to ask something, we put the stalled status, when the customer answer, the ticket status changes automatically to open). so, here: pending_tech -> Status = 'open' OR Status = 'new' pending_customer -> Status = 'Stalled' For your backlog, you can have a look at the LastUpdatedBy of each ticket and compare to your tech list of emails. _______________________________________________ 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
