Faster replies for tickets from VIP

#1

I have a handful of VIPs that have a tendency to email me directly. After a few years of forwarding their messages, changing the ticket’s requestor, etc. my boss asked the big boss to talk to them about this. The compromise that was reached is this: They’ll send it to RT but we have to respond to their tickets before other people’s.

What would you suggest as a way to make sure email from these few VIPs stands out and we notice them quicker?

The best idea I have so far is to make a custom search, save it, and add it to the home page’s layout. This could help a little, but I feel like there might be a better way using Scrips or something similar.

Any suggestions?

#2

On create have a scrip that checks the mail address. If VIP, set priority to 100 or priorityAsString to highest level

#3

You could add some JS to add some CSS coloring to the search result row where priority is highest as well to make it standout

1 Like
#4

Or/and order your search by highest priority. Up to you

#5

How can I make a scrip check the requestor’s email address? I don’t see how to do that.

#6

Admin->Scrips you can create a new scrip, you can use the “On Create” existing condition then you will need to have a user defined action.

You can add you check for the VIP requestor in the action prep code and then the code to set the priority in the action commit code.

#7

user defined action, can be something like (dont look to hard at the code, im doing this whilst cooking):

Custom action preparation code:
if( $self->TicketObj->Status eq “new” &&
(
$self->TicketObj->RequestorAddresses =~ /foo@bar.com/i )) {
#Do stuff
$self->TicketObj->SetPriority(“SuperUltraHigh”);
}
return 1;

Custom action commit code:
return 1;

1 Like
#8

Sorry the priority should be an integer, in that example. #multitaskfail