See new replies on home / dashboard

Hi all,

I’m new to RT. I’ve setup OTRS at my last company, and it was very useful.
However, I like some of the RT features, and would like to be able to use it
instead.

One thing I need is to be able to see clearly on the Home screen / Dashboard
is when a new reply to an existing ticket enters the system via email. It’s
clear when there is a new ticket in a queue, but there is no indication when a
ticket has a new email reply. There are times when an issue is pending a
customer’s reply. If there is no clear way to see these replies on the home
screen, that’s kind of a show stopper. I think that is the only thing I miss
from OTRS.

Is there any way I can configure this? Should I be using RT differently? I’m all
ears. Thanks!

Simon

One thing I need is to be able to see clearly on the Home screen / Dashboard
is when a new reply to an existing ticket enters the system via email. It’s
clear when there is a new ticket in a queue, but there is no indication when a
ticket has a new email reply. There are times when an issue is pending a
customer’s reply. If there is no clear way to see these replies on the home
screen, that’s kind of a show stopper. I think that is the only thing I miss
from OTRS.

I include the LastUpdatedBy column in my saved searches for just this
reason. If the last person to update wasn’t me, the ticket probably
needs attention.

I also use the Stalled status when I expect it might take a while and I
want to push a ticket off my plate until something happens. When
someone corresponds, the ticket is automatically set to Open again and
it’ll pop up in my saved searches. You can of course have tickets
auto-open on any sort of action that you want just by configuring new
scrips.

Thomas

From: “Thomas Sibley” trs@bestpractical.com
To: rt-users@lists.bestpractical.com
Sent: Wednesday, July 20, 2011 9:28:54 PM
Subject: Re: [rt-users] see new replies on home / dashboard

One thing I need is to be able to see clearly on the Home screen /
Dashboard
is when a new reply to an existing ticket enters the system via
email. It’s
clear when there is a new ticket in a queue, but there is no
indication when a
ticket has a new email reply. There are times when an issue is
pending a
customer’s reply. If there is no clear way to see these replies on
the home
screen, that’s kind of a show stopper. I think that is the only
thing I miss
from OTRS.

I include the LastUpdatedBy column in my saved searches for just this
reason. If the last person to update wasn’t me, the ticket probably
needs attention.

Alternatively, on the at-a-glance page, you could edit the ‘10 highest priority tickets I own’ section to include the ‘UpdateStatus’ column. That will show a status of “New” when a new comment/reply came in that isn’t from you.

Ryan

Alternatively, on the at-a-glance page, you could edit the ‘10 highest priority tickets I own’ section to include the ‘UpdateStatus’ column. That will show a status of “New” when a new comment/reply came in that isn’t from you.

Yep, I always forget about that one since I turn off in my preferences
the unread messages notification at the top of tickets. If you use that
feature, however, the UpdateStatus column is great.

Thomas

Alternatively, on the at-a-glance page, you could edit the ‘10 highest
priority tickets I own’ section to include the ‘UpdateStatus’ column.
That will show a status of “New” when a new comment/reply came in that
isn’t from you.

Yep, I always forget about that one since I turn off in my preferences
the unread messages notification at the top of tickets. If you use that
feature, however, the UpdateStatus column is great.

Yes, this looks good. I notice the default is “No”. Where are those defaults
set? Are they set via the web interface, or via a config file?

Also, can I have those columns added by default to all users or newly created
users?

Also, it seems that the “New” status never goes away unless “Notify me of
unread messages” option is set to “Yes” then one can click on “jump to the
first unread message and mark all messages as seen”. Would it be incorrect to
assume that I could write a scrip to “mark all messages as seen” when a reply
is sent or when just viewing the history?

Sorry for all the n00b questions… (-_-:wink:

I want to make things as fool proof as possible for my users. The UpdateStatus
and LastUpdatedBy column does sure help with not missing correspondence from
clients. So that is great. Thanks for your help Thomas and Ryan!

Simon

Simno,

You could try something like this:

Make sure the customer is the “Requestor”.
Then write a search that looks for “LastUpdatedBy” eq to the RequestorID AND
"LastUpdated" < “10 days ago” or something to that effect.

The point is that you can set up a search for the correct criteria and then
put that search in your homepage display.

Hope this helps.

Kenn
LBNLOn Wed, Jul 20, 2011 at 4:47 PM, Simon Walter simon@gikaku.com wrote:

Hi all,

I’m new to RT. I’ve setup OTRS at my last company, and it was very useful.
However, I like some of the RT features, and would like to be able to use
it
instead.

One thing I need is to be able to see clearly on the Home screen /
Dashboard
is when a new reply to an existing ticket enters the system via email. It’s
clear when there is a new ticket in a queue, but there is no indication
when a
ticket has a new email reply. There are times when an issue is pending a
customer’s reply. If there is no clear way to see these replies on the home
screen, that’s kind of a show stopper. I think that is the only thing I
miss
from OTRS.

Is there any way I can configure this? Should I be using RT differently?
I’m all
ears. Thanks!

Simon


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