Is it possible to set a new ticket state ‘waiting on customer’ instead
of just ‘open’ and when a ticket is in ‘waiting on customer’ have a
nag-mail sent to the ticket requestor every few days?
That’s what the stalled state is for. You can use the rt-remind user
contrib to remind about stalled tickets every few days. Should be in the
wiki.From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Piszcz,
Justin
Sent: Thursday, December 15, 2005 8:26 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Open Ticket Question
Is it possible to set a new ticket state ‘waiting on customer’ instead
of just ‘open’ and when a ticket is in ‘waiting on customer’ have a
nag-mail sent to the ticket requestor every few days?
That’s what the stalled state is for. You can use the rt-remind user
contrib to remind about stalled tickets every few days. Should be in
the wiki.
The problem I had with Stalled is that the tickets don’t show up in
your queue, at all.
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
"Space is called 'space' because there's so much *space* there."
- John Walker, of Fourmilab, on Trek's End
You can always modify the searches used to display the queue. I did
this for my users, based on groups and ownership permissions. Added
them to local/html/Elements/Tabs (on 3.2.2).
Jay R. Ashworth wrote:> On Thu, Dec 15, 2005 at 08:37:07AM -0700, Nathan Oyler wrote:
That’s what the stalled state is for. You can use the rt-remind user
contrib to remind about stalled tickets every few days. Should be in
the wiki.The problem I had with Stalled is that the tickets don’t show up in
your queue, at all.Cheers,
– jra
Drew Barnes
Applications Analyst
Raymond Walters College
University of Cincinnati