Stupid question (noob)

We have just started using RT and are quite pleased with our initial
impressions. But there is one thing I really wish it would do and am
hoping there is a configuration tweak I can make

There is an open ticket

  • We use the “Reply” link/button to get information back from the user
  • The user replies to the email message (properly keeping the subject
    line in-tact

–> is there anyway for RT to indicate that there is "new information"
in the ticket that we need to look at?

Chris Barnes AOL IM: CNBarnes
chris-barnes@tamu.edu Yahoo IM: chrisnbarnes
Computer Systems Manager MSN IM: chris@txbarnes.com
Department of Physics ph: 979-845-1379
Texas A&M University fax: 979-845-2590

We have just started using RT and are quite pleased with our initial
impressions. But there is one thing I really wish it would do and am
hoping there is a configuration tweak I can make

There is an open ticket

  • We use the “Reply” link/button to get information back from the user
  • The user replies to the email message (properly keeping the subject line
    in-tact

–> is there anyway for RT to indicate that there is “new information” in
the ticket that we need to look at?

When I reply to the ‘requestor’ I mark the ticket status as “Stalled” unless
there’s more I need to do before they get back to me with more information.
When they reply it will automatically be marked with a status of "Open"
again (as per a global Scrip).

Appart from that you can modify the ticket list to include the ‘last updated
time’ and ‘last updated by’ fields and even sort by the time field so you
can see the oldest first or something.

Landon Stewart LStewart@SUPERB.NET
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We have just started using RT and are quite pleased with our initial
impressions. But there is one thing I really wish it would do
and am hoping there is a configuration tweak I can make

There is an open ticket

  • We use the “Reply” link/button to get information back from the user
  • The user replies to the email message (properly keeping the
    subject line in-tact

–> is there anyway for RT to indicate that there is “new
information” in the ticket that we need to look at?

You can have RT forward the email from the end user to the ticket
owner, or in the UI you could use LastUpdated/LastUpdateBy or
UpdateStatus on your saved search.

-kevin

Chris Barnes wrote:

–> is there anyway for RT to indicate that there is "new information"
in the ticket that we need to look at?

Yes, there is. I have a Callback for
Elements/RT__Ticket/ColumnMap/ColumnMap which tags a ‘New Reply’ to a
ticket in my homepage elements. I got it from the wiki and think it is
related or belongs to the entry about colouring the status/priority.

I’ll attach my ColumnMap just in case.

Regards,

Joop

ColumnMap (3 KB)