I’m currently in the final stages of getting our RT/RTFM solution setup.
I was hoping to get some help with one problem that we’re having:
When looking at the Queue as a whole it would be REALLY nice if we could see
when customers actually send us correspondence. What we’d really like to be
able to do is see which side was the last to send actual correspondence to
other side. Much like a tennis match, we want to know who’s ‘court’ the ball
is in. That way we could sort the messages based on all of the issues that
our customers have responded to, but we haven’t responded back (yet). Does
anyone have a system like this in place?
I actually have a plan to achieve much of this with the addition of a new
database table and a scrip…(with scrip actions based on outgoing/incoming
tickets that update the table), but this would also require modifying the
actual RT code to recognize this table… which isn’t necessarily optimal.
Thanks,
Nick Pleis
I added a new column in the Search/Elements/TicketRow and
Search/Elements/TicketHeader so that I could display
$Ticket->LastUpdatedByObj ->Name.
My technicians sort the queue’s search results by ‘LastUpdated’ and they
scan the ‘LastUpdatedBy’ column looking for customers email addresses.
Hope this helps.
SH-----Original Message-----
From: Nick Pleis [mailto:NickP@cesinc.com]
Sent: Thursday, October 02, 2003 4:43 PM
To: rt-users@lists.fsck.com
Subject: [rt-users] Sorting / ‘Ball-in-court’
I’m currently in the final stages of getting our RT/RTFM solution setup.
I was hoping to get some help with one problem that we’re having:
When looking at the Queue as a whole it would be REALLY nice if we could see
when customers actually send us correspondence. What we’d really like to be
able to do is see which side was the last to send actual correspondence to
other side. Much like a tennis match, we want to know who’s ‘court’ the ball
is in. That way we could sort the messages based on all of the issues that
our customers have responded to, but we haven’t responded back (yet). Does
anyone have a system like this in place?
I actually have a plan to achieve much of this with the addition of a new
database table and a scrip…(with scrip actions based on outgoing/incoming
tickets that update the table), but this would also require modifying the
actual RT code to recognize this table… which isn’t necessarily optimal.
Thanks,
Nick Pleis
I think that the RT way is that when you are waiting for a customer
(Requestor) response the ticket is set to stalled. When the requestor
replies to the ticket, it becomes an open ticket again.
Real-----Original Message-----
From: rt-users-admin@lists.fsck.com [mailto:rt-users-admin@lists.fsck.com]
On Behalf Of Nick Pleis
Sent: Thursday, October 02, 2003 4:43 PM
To: rt-users@lists.fsck.com
Subject: [rt-users] Sorting / ‘Ball-in-court’
I’m currently in the final stages of getting our RT/RTFM solution setup.
I was hoping to get some help with one problem that we’re having:
When looking at the Queue as a whole it would be REALLY nice if we could see
when customers actually send us correspondence. What we’d really like to be
able to do is see which side was the last to send actual correspondence to
other side. Much like a tennis match, we want to know who’s ‘court’ the ball
is in. That way we could sort the messages based on all of the issues that
our customers have responded to, but we haven’t responded back (yet). Does
anyone have a system like this in place?
I actually have a plan to achieve much of this with the addition of a new
database table and a scrip…(with scrip actions based on outgoing/incoming
tickets that update the table), but this would also require modifying the
actual RT code to recognize this table… which isn’t necessarily optimal.
Thanks,
Nick Pleis
Nick Pleis wrote:
I’m currently in the final stages of getting our RT/RTFM solution setup.
I was hoping to get some help with one problem that we’re having:
When looking at the Queue as a whole it would be REALLY nice if we could see
when customers actually send us correspondence. What we’d really like to be
able to do is see which side was the last to send actual correspondence to
other side. Much like a tennis match, we want to know who’s ‘court’ the ball
is in. That way we could sort the messages based on all of the issues that
our customers have responded to, but we haven’t responded back (yet). Does
anyone have a system like this in place?
We normally set tickets awaiting a customer/3rd party response to
Stalled. Then once they are replied to they automatically change back
to Open, and therefore the only tickets that need action are New+Open
(with an occasional chase on stalled tickets).
This does reply on people setting the stalled status when they have
finished working on a ticket, but I find people tend to do this when
they keep tripping across the same already answered tickets in open.
Chris Bannister
cj@moodog.org.uk
Hey, (This does rely on using RT3)
If you feel like a spot of hacking you could prob do this with a custom
action and custom field.
have a custom field call “WhoseCourt” ™ with only 2 values “us” , “them”.
Then in the scrips for the queue (or global) you could have custom
actions with check if sender eq requestor set WhoseCourt == “us” else
WhoseCourt = “them”
Then the white magic would be a change to MyTickets to view on
CustomFields (not that hard really)
We use a similar idea for managing priorities base on where the
correspondance/comment comes from.
However Chris’ idea is very workable its the one i came up with when we
were working together… but it does rely on ppl doing the “right thing”.
Hope that helps
Ross
Chris Bannister wrote:
Nick Pleis wrote:
I’m currently in the final stages of getting our RT/RTFM solution setup.
I was hoping to get some help with one problem that we’re having:
When looking at the Queue as a whole it would be REALLY nice if we
could see
when customers actually send us correspondence. What we’d really like
to be
able to do is see which side was the last to send actual
correspondence to
other side. Much like a tennis match, we want to know who’s ‘court’
the ball
is in. That way we could sort the messages based on all of the issues
that
our customers have responded to, but we haven’t responded back (yet).
Does
anyone have a system like this in place?
We normally set tickets awaiting a customer/3rd party response to
Stalled. Then once they are replied to they automatically change back
to Open, and therefore the only tickets that need action are New+Open
(with an occasional chase on stalled tickets).
This does reply on people setting the stalled status when they have
finished working on a ticket, but I find people tend to do this when
they keep tripping across the same already answered tickets in open.
Ross Williamson - Managing Director
Mobile : +44 7876308 566
Email : ross.williamson@abilisk.com
Web : www.abilisk.com
The Application Exchange - www.application-exchange.com
This message may contain confidential and/or privileged information. If you are not the addressee or authorized to receive this for the addressee, you must not use, copy, disclose or take any action based on this message or any information herein. If you have received this message in error, please advise the sender immediately by reply e-mail and delete this message. Thank you for your cooperation.