Ticket Communication / Email

RT Users
1

In RT, on a ticket, I will hit the reply button to reply ticket. Generally the user who initiated the ticket will then reply to that message. RT picks up that reply and attaches it to the original ticket, but I have no way of seeing that a reply was received in RT. Is there a way I can configure RT to make a ticket go bold or for something to change in the UI when a new message is received on a ticket?

Thanks

Paul Twigg

[Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: C:\Users\lindy.brecknock\Desktop\LinkedIn button w reflection no background.png]http://ca.linkedin.com/pub/paul-twigg/3/535/b59[cid:image003.png@01CD3347.17375810]

PAUL TWIGG
DIRECTOR, ENERGYPLAZA™ AND MANAGED SERVICES
paul.twigg@neostreamtech.commailto:paul.twigg@neostreamtech.com

www.neostreamtech.comhttp://www.neostreamtech.com/

NeoStream Technologies Inc.

Suite 600, 800 - 6 Ave SW

Calgary AB Canada T2P3G3

Direct (587) 794-4864

Main (403) 245-6625

2

In RT, on a ticket, I will hit the reply button to reply ticket. Generally the user who
initiated the ticket will then reply to that message. RT picks up that reply and attaches it
to the original ticket, but I have no way of seeing that a reply was received in RT. Is there
a way I can configure RT to make a ticket go bold or for something to change in the UI when a
new message is received on a ticket?

The easiest one is to turn on ShowUnreadMessageNotifications and use
the UpdateStatus column.

-kevin