Am 02.01.2014 22:33, schrieb Ram: > Hey there, > > We handle a bunch of tickets and one of the ways we help our support > staff not drop the ball is by putting a saved search on the support > Dashboard that shows 'my stagnant tickets' [LastUpdated < '12 days ago' > AND Owner.id = '__CurrentUser__' AND ( Status = 'open' OR Status = > 'new' )]. > > We have a class of requests that require us to take an action which may > take a few weeks; in these cases the support folks set a reminder for > e.g. 3 weeks. We don't to close these tickets b/c they are still being > serviced and should show up in the various reports that check for ticket > status. OTOH these aren't stagnant tickets in the sense that they are > correctly on hold for a few weeks. > > One of the users asked if we can modify the 'my stagnant tickets' search > to omit tickets that have an open reminder set. This seems like a > reasonable approach. Anyone know how to do this using RT Ticket Searches? > > thanks > ram >
You can create a ticket CustomField 'has_open_reminder' and create an global scrip which: * on reminder create set the ticket CF 'has_open_reminder' to 'yes' * on reminder open set the ticket CF 'has_open_reminder' to 'yes' * on reminder close set ticket CF 'has_open_reminder' to '' You can then add to your dashboard search: AND 'CF.{has_open_reminder}' != 'yes' Chris