Next-Action-Required date? or another solution?

Many of the tickets in our RT system lay dormant until a certain date.
For example, if we have a request out to a vendor or other contact, we
want to follow up with them again in a few weeks.

We model this interaction as a ticket where the external party is the
"Requester" (although, in the Real World, we are requesting something
from them), and the AdminCc’s are people in the organization who are
monitoring the contact with the external party.

What I’d like to do is to track the date when we should next follow up on
the ticket. My thought is to throw the ticket into “stalled” until that
date comes along, and have it automatically reopened when the date is hit
(perhaps via a Scrip Action).

Are there any thoughts on how to implement this? Is my approach to the
problem sensible?

– bkuhn

Hi,

What I’d like to do is to track the date when we should next
follow up on
the ticket. My thought is to throw the ticket into "stalled"
until that
date comes along, and have it automatically reopened when the
date is hit
(perhaps via a Scrip Action).

Are there any thoughts on how to implement this? Is my approach to the
problem sensible?

We made another box on the homepage, that displays all the tickets, that
are overdue (where the duedate is less than now). When setting a due
date and the status to stalled, tickets are no longer displayed, but
they apear again, when they are overdue.

Julian

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