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
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?
You can create a ticket CustomField 'has_open_reminder' and create an
On Thu, Jan 02, 2014 at 01:33:03PM -0800, Ram wrote:
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
On Thu, Jan 02, 2014 at 01:33:03PM -0800, Ram wrote:
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
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' )].
