Seeing replies from users

Hi

I have recently installed RT2 and I use it to track questions etc. in
our company. Which means that everyone can create a ticket by sending a
mail, and if we reply to them they can also reply to this ticket.

But I seem to have problems finding out which tickets that users have
replied to.

I could look at the last time, but since I can’t remember when I (or
some of my co-workers) have replied to the ticket it is not a good
indication.

Is there any way of seeing on the “search” view who have changed the
ticket last?

Or perhabs changing a ticket from open to new whenever a
user(non-member-user) replies to a ticket?

Regards
Steffen

Med Venlig Hilsen

Steffen Nissen
Chefudvikler

Yellowbase.dk
Husumgade 50
2200 København N
Tlf.nr : 3585 2322
E-mail : sn@yellowbase.dk

“SN” == Steffen Nissen sn@yellowbase.dk writes:

SN> Is there any way of seeing on the “search” view who have changed the
SN> ticket last?

when you respond and are waiting for a reply (which may never come),
mark the ticket “resolved”. RT will re-open it when the person
finally responds. I’m not sure if using the “stalled” state will
accomplish this too.

“SN” == Steffen Nissen sn@yellowbase.dk writes:

SN> Is there any way of seeing on the “search” view who have changed the
SN> ticket last?

when you respond and are waiting for a reply (which may never come),
mark the ticket “resolved”. RT will re-open it when the person
finally responds. I’m not sure if using the “stalled” state will
accomplish this too.

I do use this option with some tickets, but the problem is that I have
several tickets, that I NEED a reply on. Eg. (A owes us money, we send
out an automated request for the money. The user answers “I can’t pay
because …”. Then we reply the user.). This ticket is still open, and we
need to take care of the problem if the user does not reply.

So you see we have open tickets, where we await replies that may never
come, and we do not want to look at the history of all of these tickets
in order to see who have replied.

Regards Steffen

I modified the “25 highest priority tickets I own…” panel to include
the userid of the person that last updated the ticket.

This covers most of this.

I do use this option with some tickets, but the problem is that I have
several tickets, that I NEED a reply on. Eg. (A owes us money, we send
out an automated request for the money. The user answers “I can’t pay
because …”. Then we reply the user.). This ticket is still open, and we
need to take care of the problem if the user does not reply.

So you see we have open tickets, where we await replies that may never
come, and we do not want to look at the history of all of these tickets
in order to see who have replied.

Regards Steffen


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Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

James A. Mcormond (jamesm@xandros.com)
QA Specialist, Networking and Bugzilla Guy
Xandros Corporation, Ottawa, Canada
Simple. Compatible. Linux.

This seem to be a farely good solution, but how do I do that?

tor, 2002-12-05 kl. 21:38 skrev James McOrmond:

The file /opt/rt2/WebRT/html/Elements/MyTickets (depending on your
install location of course) is the one you need to look at.

I added the column: Last Comment By
using the variable: <%$Ticket->LastUpdatedByObj->Name%>

If you know HTML, you should be able to throw this in easy.

Steffen Nissen wrote:

This seem to be a farely good solution, but how do I do that?

tor, 2002-12-05 kl. 21:38 skrev James McOrmond:

I modified the “25 highest priority tickets I own…” panel to include
the userid of the person that last updated the ticket.

James A. Mcormond (jamesm@xandros.com)
QA Specialist, Networking and Bugzilla Guy
Xandros Corporation, Ottawa, Canada
Simple. Compatible. Linux.

Thanks a lot, I also added the following line in WebOptions. Now I have
all that I need.

   { Header => 'Last Comment',
     TicketAttribute => 'LastUpdatedByObj->Name'
     },

Regards Steffen

tor, 2002-12-05 kl. 21:49 skrev James McOrmond:

The file /opt/rt2/WebRT/html/Elements/MyTickets (depending on your
install location of course) is the one you need to look at.

I added the column: Last Comment By
using the variable: <%$Ticket->LastUpdatedByObj->Name%>

If you know HTML, you should be able to throw this in easy.

Steffen Nissen wrote:

This seem to be a farely good solution, but how do I do that?

tor, 2002-12-05 kl. 21:38 skrev James McOrmond:

I modified the “25 highest priority tickets I own…” panel to include
the userid of the person that last updated the ticket.


James A. Mcormond (jamesm@xandros.com)
QA Specialist, Networking and Bugzilla Guy
Xandros Corporation, Ottawa, Canada
Simple. Compatible. Linux.


rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
Med Venlig Hilsen

Steffen Nissen
Chefudvikler

Yellowbase.dk
Husumgade 50
2200 København N
Tlf.nr : 3585 2322
E-mail : sn@yellowbase.dk