Tracking tickets which have been replied to?

Okay, this is so obvious of a requirement in a ticket system that I’ve
been spinning in circles assuming I’m overlooking something. However,
I haven’t found it, so could someone please clue me in how to do this?

Ticket opened by a customer - needs response
Ticket replied to by helpdesk - has been handled
Ticket replied to by a customer - needs response again

Unfortunately, I see nothing in RT which will highlight that message
and bring it up on anyone’s screen as needing action. Yes, an e-mail
will go out. But I’m looking for the following kind of things:

  1. If not responded to within a given period, unassign from owner and/
    or escalate in some visible fashion

  2. Bring it to the top of everyone’s list as needing action.

I’m guessing that the solution will rely on something like this:

A) A global script to lower priority on Comment or Correspondence (or
Resolve) below a certain number
B) A global script to raise priority on update from customer above
that certain number
C) An rt-crontool script to annoy people about priority > certain
number unanswered tickets

Has anyone else already run down this road?

Jo Rhett
Net Consonance : consonant endings by net philanthropy, open source
and other randomness

Okay, this is so obvious of a requirement in a ticket system that I’ve
been spinning in circles assuming I’m overlooking something. However,
I haven’t found it, so could someone please clue me in how to do this?

Ticket opened by a customer - needs response
Ticket replied to by helpdesk - has been handled
Ticket replied to by a customer - needs response again

Unfortunately, I see nothing in RT which will highlight that message
and bring it up on anyone’s screen as needing action. Yes, an e-mail
will go out. But I’m looking for the following kind of things:

  1. If not responded to within a given period, unassign from owner and/
    or escalate in some visible fashion

  2. Bring it to the top of everyone’s list as needing action.

I’m guessing that the solution will rely on something like this:

A) A global script to lower priority on Comment or Correspondence (or
Resolve) below a certain number
B) A global script to raise priority on update from customer above
that certain number
C) An rt-crontool script to annoy people about priority > certain
number unanswered tickets

Has anyone else already run down this road?

Not exactly what you are looking for, but I set the status to stalled
when I am waiting for input from the user. Then the default global
script:

On Correspond Open Tickets with template Blank

will open the ticket again when the user (or anybody else) responds
normally (as opposed to responding with a comment).

A canned search for open tickets sorted by last updated time should
bubble it to the top of the list. I have such a bookmarked search
running as my status display every 10 minutes or so.

			-- rouilj

John Rouillard
System Administrator
Renesys Corporation
603-244-9084 (cell)
603-643-9300 x 111

Okay, this is so obvious of a requirement in a ticket system that
I’ve
been spinning in circles assuming I’m overlooking something.
However,
I haven’t found it, so could someone please clue me in how to do
this?

Ticket opened by a customer - needs response
Ticket replied to by helpdesk - has been handled
Ticket replied to by a customer - needs response again

Unfortunately, I see nothing in RT which will highlight that message
and bring it up on anyone’s screen as needing action. Yes, an e-mail
will go out. But I’m looking for the following kind of things:

  1. If not responded to within a given period, unassign from owner
    and/
    or escalate in some visible fashion

  2. Bring it to the top of everyone’s list as needing action.

I’m guessing that the solution will rely on something like this:

A) A global script to lower priority on Comment or Correspondence (or
Resolve) below a certain number
B) A global script to raise priority on update from customer above
that certain number
C) An rt-crontool script to annoy people about priority > certain
number unanswered tickets

Has anyone else already run down this road?

Not exactly what you are looking for, but I set the status to stalled
when I am waiting for input from the user. Then the default global
script:

On Correspond Open Tickets with template Blank

will open the ticket again when the user (or anybody else) responds
normally (as opposed to responding with a comment).

A canned search for open tickets sorted by last updated time should
bubble it to the top of the list. I have such a bookmarked search
running as my status display every 10 minutes or so.

Thanks. It’s an interesting idea, but I’m not sure that it makes the
most sense because it requires extra action by the lowest paid
people. Unless I could automatically reset the state appropriately…

Jo Rhett
Net Consonance : consonant endings by net philanthropy, open source
and other randomness

Hi!On Mi, 2009-02-11 at 14:17 -0800, Jo Rhett wrote:

Okay, this is so obvious of a requirement in a ticket system that I’ve
been spinning in circles assuming I’m overlooking something. However,
I haven’t found it, so could someone please clue me in how to do this?
I have exactly the same problem (which don’t help you). I also
tried the stalled method, but in “production” it’s not a good
solution. I thought about a search like “give me all tickets where last
transaction is not from owner or system” but I failed to put this in
TicketSql, maybe somebody on the listy has an idea.

or maybe configure a customfield (lastUpdateBy: owner,other), and then
write a scrip which alter the customfield on every correspond, depending
if the sender is equal the owner or not.
Afterward you can define a simple search where lastUpdatedBy="other"
I think I will try this the next days

reagrds!

sven

Jesse, how would you feel about having an action which indicates an
update not by a privileged user?

Ie, “Correspond” and Comments would be from privileged.
“Update” or “Response” (or any other name you like) would be an update
from an unprivileged user.

This kind of change would make it easy to build Scrip actions around
handling responses better. Would you be interested in this?On Feb 12, 2009, at 9:34 AM, Sven Sternberger wrote:

On Mi, 2009-02-11 at 14:17 -0800, Jo Rhett wrote:

Okay, this is so obvious of a requirement in a ticket system that
I’ve
been spinning in circles assuming I’m overlooking something.
However,
I haven’t found it, so could someone please clue me in how to do
this?
I have exactly the same problem (which don’t help you). I also
tried the stalled method, but in “production” it’s not a good
solution. I thought about a search like “give me all tickets where
last
transaction is not from owner or system” but I failed to put this in
TicketSql, maybe somebody on the listy has an idea.

or maybe configure a customfield (lastUpdateBy: owner,other), and then
write a scrip which alter the customfield on every correspond,
depending
if the sender is equal the owner or not.
Afterward you can define a simple search where lastUpdatedBy="other"
I think I will try this the next days

reagrds!

sven


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Jo Rhett
Net Consonance : consonant endings by net philanthropy, open source
and other randomness

Jesse, how would you feel about having an action which indicates an update
not by a privileged user?
Ie, “Correspond” and Comments would be from privileged.
“Update” or “Response” (or any other name you like) would be an update
from an unprivileged user.
This kind of change would make it easy to build Scrip actions around
handling responses better. Would you be interested in this?

We already have something for you, I think.

RT::Transaction->IsInbounda

=head2 IsInbound

Returns true if the creator of the transaction is a requestor of the
ticket.
Returns false otherwise

=cut

We already have something for you, I think.

RT::Transaction->IsInbounda

=head2 IsInbound

Returns true if the creator of the transaction is a requestor of the
ticket.
Returns false otherwise

By “a requestor” I take it to mean “anyone other than a watcher or
owner” ?

How is (or where can I review) the logic for this?

FYI, I assume you mean RT::Transaction->IsInbound or is there
RT::Transaction->IsInboundb too?

Jo Rhett
Net Consonance : consonant endings by net philanthropy, open source
and other randomness

Jesse, how would you feel about having an action which indicates
an update
not by a privileged user?
Ie, “Correspond” and Comments would be from privileged.
“Update” or “Response” (or any other name you like) would be an
update
from an unprivileged user.
This kind of change would make it easy to build Scrip actions
around
handling responses better. Would you be interested in this?

We already have something for you, I think.

RT::Transaction->IsInbounda

So I figured I’d test this out. It wasn’t working, so I dug around
inside RT/Transact.pm and I can’t find this function. Is this going
into 3.8.3 or 4.0 ?

Jo Rhett
Net Consonance : consonant endings by net philanthropy, open source
and other randomness

RT::Transaction->IsInbounda

So I figured I’d test this out. It wasn’t working, so I dug around
inside RT/Transact.pm and I can’t find this function. Is this going
into 3.8.3 or 4.0 ?

You should find it in Transaction_Overlay.pm

Steve

Stephen Turner
Senior Programmer/Analyst - SAIS
MIT IS&T

We already have something for you, I think.

RT::Transaction->IsInbounda

So I figured I’d test this out. It wasn’t working, so I dug around
inside RT/Transact.pm and I can’t find this function. Is this going
into 3.8.3 or 4.0 ?

Sorry. the “a” at the end was a typo. It’s been there since RT 2.0

RT::Transaction->IsInbounda

So I figured I’d test this out. It wasn’t working, so I dug around
inside RT/Transact.pm and I can’t find this function. Is this going
into 3.8.3 or 4.0 ?

You should find it in Transaction_Overlay.pm

I was just writing in to say “oops” when I saw you beat me to it.
Oops :wink:

My problem was trying to directly use $RT::Transaction->IsInbound versus
$self->TicketObj->IsInbound

It’s working now, thanks!

Jo Rhett
Net Consonance : consonant endings by net philanthropy, open source
and other randomness