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:
If not responded to within a given period, unassign from owner and/
or escalate in some visible fashion
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?
Net Consonance : consonant endings by net philanthropy, open source
and other randomness