Is there a way to watch for updates to tickets?

Hi,

is there a way to watch for updates to tickets by customers (or other
support staff).
I’d like to have a view that gives me previews/lists of updates that
haven’t been “seen” (“acknowledged”) by myself or anybody else.

Is that possible ?

I imagine that with a lot of open tickets it can be a bit of a hassle to
keep an eye on them and not miss an additional comment by a customer.

I guess I can make myself AdminCC or something like that to the queue -
but I’d like not to generate additional emails.

cheers,
Rainer

~ Rainer Duffner - rainer@ultra-secure.de ~
~ Freising - Munich - Germany ~
~ Unix - Linux - BSD - OpenSource - Security ~
~ http://www.ultra-secure.de/~rainer/pubkey.pgp ~

is there a way to watch for updates to tickets by customers (or other
support staff).

I don’t care for any more email in my mailbox, and I would just like to
look at the list of tickets I own to see which ones I should check
next. When a ticket depends on the action of someone else (e.g., I just
replied to the ticket and I’m waiting for the user to respond), I set the
status to stalled. When the user responds, the ticket will be opened,
again.

I hacked “tickets I own…” to display stalled as well as open and new
tickets. I also hacked the display so that “new” is displayed in blue and
"open" is displayed in green so that it is easier to see tickets that have
been opened, again, at a glance.

Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska
"Does the name Pavlov ring a bell?"

Russell Mosemann wrote:

is there a way to watch for updates to tickets by customers (or other
support staff).

I don’t care for any more email in my mailbox, and I would just like to
look at the list of tickets I own to see which ones I should check
next. When a ticket depends on the action of someone else (e.g., I just
replied to the ticket and I’m waiting for the user to respond), I set the
status to stalled. When the user responds, the ticket will be opened,
again.

OK, that’s a good start and better than nothing. I didn’t think about this.

I hacked “tickets I own…” to display stalled as well as open and new
tickets. I also hacked the display so that “new” is displayed in blue and
"open" is displayed in green so that it is easier to see tickets that have
been opened, again, at a glance.

Makes sense.
May I come back to you about this later ?

cheers,
Rainer

~ Rainer Duffner - rainer@ultra-secure.de ~
~ Freising - Munich - Germany ~
~ Unix - Linux - BSD - OpenSource - Security ~
~ http://www.ultra-secure.de/~rainer/pubkey.pgp ~

Makes sense.
May I come back to you about this later ?

Sure.

Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska
"Wissen ist Macht. Ich weiss nichts. Macht nichts."

Rainer Duffner wrote:

Hi,

is there a way to watch for updates to tickets by customers (or other
support staff).
I’d like to have a view that gives me previews/lists of updates that
haven’t been “seen” (“acknowledged”) by myself or anybody else.

Hi Rainer!

I had posted this back in January. Maybe it’s something that will help?

I don’t know if this is what you’re looking for, but I implemented this
on my system in order to see on the “home page” who was the last
responder on tickets I currently own.

I’m using the Debian packages for RT, so my paths may be different than
yours. Replace /usr/share/rt and /usr/local/share/rt with the paths
appropriate to your system. In /usr/local/share/rt/html/ (or wherever
your local html directory is) make sure you have a directory called
Elements. In Elements, copy the file
/usr/share/rt/html/Elements/MyTickets to /usr/local/share/rt/html/MyUpdates.

Then modify the file MyUpdates to the Following:

Start PERL CODE

%# }}} END BPS TAGGED BLOCK
<&|/Elements/TitleBox,
title => loc("[_1] most recently updated tickets I own", $rows),
title_href => “Search/Results.html”.$QueryString &>
<& /Elements/TicketList,
Format => “’<a
href=”$RT::WebPath/Ticket/Display.html?id=id">id/TITLE:#’,
’<a
href="$RT::WebPath/Ticket/Display.html?id=id">Subject/TITLE:Subject’,
QueueName, ExtendedStatus, LastUpdated, LastUpdatedBy",
Query => $Query,
OrderBy => ‘LastUpdated’,
Order => ‘DESC’,
ShowNavigation => 0,
Rows => $rows

     &>

</&>
<%init>
my $rows = $RT::MyRequestsLength;

my $Query = " Owner = ‘".$session{‘CurrentUser’}->Id."’ AND ( Status =
‘new’ OR Status = ‘open’)";

my $QueryString = ‘?’ . $m->comp(’/Elements/QueryString’,
Query => $Query,
Order => ‘DESC’,
OrderBy => ‘Priority’) if ($Query);

</%init>

End perl Code for MyUpdates

Next, you’ll need to copy /usr/share/rt/html/index.html to
/usr/local/share/rt/html/index.html and modify it as follows.

Scroll down the file 'till you find the following. Add the <&
/Elements/MyUpdates &> wherever it makes sense for your organization. I
put it after the MyTickets part, but before the MyRequests (unowned
tickets).

<& /Elements/MyTickets &>
<& /Elements/MyUpdates &>
<& /Elements/MyRequests &>
<& /Elements/QuickCreate &>

Hope that helps!

/Mike

is there a way to watch for updates to tickets by customers (or other
support staff).

I don’t care for any more email in my mailbox, and I would just like to
look at the list of tickets I own to see which ones I should check
next. When a ticket depends on the action of someone else (e.g., I just
replied to the ticket and I’m waiting for the user to respond), I set the
status to stalled. When the user responds, the ticket will be opened,
again.

I hacked “tickets I own…” to display stalled as well as open and new
tickets. I also hacked the display so that “new” is displayed in blue and
"open" is displayed in green so that it is easier to see tickets that have
been opened, again, at a glance.

And stalled, perhaps, as red?

That sounds like a useful patch for the mainline, actually, Russell;
have you submitted it?

Cheers,
– jra
Jay R. Ashworth jra@baylink.com
Designer Baylink RFC 2100
Ashworth & Associates The Things I Think '87 e24
St Petersburg FL USA http://baylink.pitas.com +1 727 647 1274

  If you can read this... thank a system adminstrator.  Or two.  --me

Jay R. Ashworth wrote:

That sounds like a useful patch for the mainline, actually, Russell;
have you submitted it?

Cheers,
– jra

And stalled, perhaps, as red?

http://wiki.bestpractical.com/index.cgi?ShowStatusInColor ?

DB

Jay R. Ashworth wrote:

That sounds like a useful patch for the mainline, actually, Russell;
have you submitted it?
And stalled, perhaps, as red?

http://wiki.bestpractical.com/index.cgi?ShowStatusInColor ?

Thanks, Drew. I’m passing over the wiki, doing some copyediting and
expansion, but I hadn’t gotten to all of it yet.

Cheers,
– jra
Jay R. Ashworth jra@baylink.com
Designer Baylink RFC 2100
Ashworth & Associates The Things I Think '87 e24
St Petersburg FL USA http://baylink.pitas.com +1 727 647 1274

  If you can read this... thank a system adminstrator.  Or two.  --me

Drew Barnes wrote:

Jay R. Ashworth wrote:

That sounds like a useful patch for the mainline, actually, Russell;
have you submitted it?

Cheers,
– jra

And stalled, perhaps, as red?

http://wiki.bestpractical.com/index.cgi?ShowStatusInColor ?

RT3.2.2:

Results in SCALAR(0xaf86a0c) for “Status” … something’s not being
referenced correctly?

Graham

graham.dunn.vcf (313 Bytes)

http://wiki.bestpractical.com/index.cgi?ShowStatusInColor ?

I like that better than my hack. I’ll have to give it a try. Thanks.

Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska
"If you’ve seen one shopping center, you’ve seen a mall!"

Graham Dunn wrote:

RT3.2.2:

Results in SCALAR(0xaf86a0c) for “Status” … something’s not being
referenced correctly?

Graham

RT3.2.3 works perfectly with that code.

And to keep credit from being assigned wrong, I didn’t put that up, I
just happened to have it on screen when I read Jay’s message.

DB