How to display latest modified tickets

Hi ,

I am running RT 3.2.3 on Red Hat 9. I am facing below mentioned
problem.

In my helpdesk environment, there are owners which are working on
multiple tickets. They communicate with the requestors through RT web
interface. So to check the requestor’s feedback, owner has to glance
through all the tickets one by one allotted to him and see if somebody
has replied back. If the no. of tickets are more then it becomes task in
itself. So is there any way out so that owner will be informed on the
last updated ticket from the main screen itself.

If anybody has any suggestion or solution for above mentioned problem,
please let me know the same.

Thanks,

Prasad Deshpande

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In your MyTickets elements local/html/Elements/MyTickets add 2 columns,
Last Updated => $Ticket->LastUpdated and Last Updated By =>
$Ticket->LastUpdatedByObj->Name
In the order close change:(bottom of the page)
$MyTickets->OrderBy(FIELD => ‘Priority’, ORDER => ‘DESC’); to
$MyTickets->OrderBy(FIELD => ‘LastUpdated’, ORDER => ‘DESC’);

Roy

Prasad Deshpande wrote:

I believe you should be able to do this on 3.2.3, but I can’t confirm it, as we’re currently running 3.4.4.

What we have is two scrips setup for the queues that we want this on.

Notify the ticket owner of any comments on the ticket.

On Comment Notify Owner as Comment with template Correspondence

And

Notify owner when others correspond to the ticket

On Correspond Notify Owner with template CorrespondenceFrom: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Prasad Deshpande
Sent: Tuesday, August 22, 2006 6:05 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] how to display latest modified tickets

Hi ,

I am running RT 3.2.3 on Red Hat 9. I am facing below mentioned problem.

In my helpdesk environment, there are owners which are working on multiple tickets. They communicate with the requestors through RT web interface. So to check the requestor’s feedback, owner has to glance through all the tickets one by one allotted to him and see if somebody has replied back. If the no. of tickets are more then it becomes task in itself. So is there any way out so that owner will be informed on the last updated ticket from the main screen itself.

If anybody has any suggestion or solution for above mentioned problem, please let me know the same.

Thanks,
Prasad Deshpande

DISCLAIMER:
This message,including any attachments contains confidential and privileged information for the sole use of the intended recipient(s), and is protected by law. If you are not the intended recipient, please destroy all copies of the original message. Any unauthorized review, use, disclosure, dissemination, forwarding, printing or copying of this email or any action taken in reliance on this e-mail is strictly prohibited and may be unlawful. Bajaj Auto reserves the right to record, monitor, and inspect all email communications through its internal and external networks. Your messages shall be subject to such lawful supervision as Bajaj Auto deems necessary in order to protect its information, interests and reputation. Bajaj Auto prohibits and takes steps to prevent its information systems from being used to view, store or forward offensive or discriminatory material. If this message contains such material, please report it to abuse@bajajauto.co.in.

Prasad Deshpande wrote:

Hi ,
I am running RT 3.2.3 on Red Hat 9. I am facing below mentioned problem.
In my helpdesk environment, there are owners which are working on
multiple tickets. They communicate with the requestors through RT web
interface. So to check the requestor’s feedback, owner has to glance
through all the tickets one by one allotted to him and see if somebody
has replied back. If the no. of tickets are more then it becomes task in
itself. So is there any way out so that owner will be informed on the
last updated ticket from the main screen itself.
If anybody has any suggestion or solution for above mentioned problem,
please let me know the same.

If me is right understading problem :wink: try

customising on html/Elements/MyTickets
about 60 line number

[<&|/l&>Update</&>]
+/<%$Ticket->LastUpdatedByObj->Name ||
’-’%>

+/<%$Ticket->LastUpdatedObj->AgeAsString || ‘-’%>
+

And your will see “who last updated ticket”/“how time ago"
on " 10 highest priority tickets I own…” screen

Add “who last updated ticket” on Search result screen
html/Search/Elements/TicketRow

@@ -45,7 +45,7 @@

<%$Ticket->Requestors->MemberEmailAddressesAsString%>
<%$Ticket->CreatedObj->AgeAsString || '-'%> <%$Ticket->ToldObj->AgeAsString || '-'%> -<%$Ticket->LastUpdatedObj->AgeAsString || '-'%> + <%$Ticket->LastUpdatedObj->AgeAsString || '-'%>/<%$Ticket->LastUpdatedBy Obj->Name || '-'%> <%$Ticket->TimeLeft%>

Dmitriy Yermakov