Search for open tickets last updated by requestor

RT Users
1

Hi,

I’d have thunk this would have been a frequent question, but I can’t
find anything really relevant;

I’d like to search for tickets where the last piece of correspondence
was sent by the requestor. (As in “tickets where the requestor is
waiting for us to stop fiddling our thumbs”.)

You can’t express that in TicketSQL, can you?

Leif Nixon - Systems expert
National Supercomputer Centre - Linkoping University

2

Hi,

I’d have thunk this would have been a frequent question, but I can’t
find anything really relevant;

I’d like to search for tickets where the last piece of correspondence
was sent by the requestor. (As in “tickets where the requestor is
waiting for us to stop fiddling our thumbs”.)

You can’t express that in TicketSQL, can you?

You can get close. (Part of the problem is the somewhat frequent edge
case where the “user” emails from another address)

  1. you can set up a scrip to set tickets to “stalled” when you send mail
    to the user

  2. Hm. I guess you can’t trivially search for LastUpdated is more recent
    than LastContact.

  3. It should also be a pretty easy hack to search for "LastUpdatedBy a
    member of the ‘unprivileged’ group.