Who spoke last?

Hi,

I’ve been asked for a report from our RT system to show why tickets are
still open. Before I get to that though, I wanted to write something to
figure out which tickets are waiting on us, and which are waiting on the
requestor. I can see that the Told property on tickets tells me when
there was an exchange last, but not who sent it.

Is there a simple field or function already tucked away somewhere for
this, or do I need to trawl the transactions?

I think my final goal will be to have two states for open tickets:
pending_tech, pending_customer or similar, and something to nag internal
users if the ticket is waiting on them, and resolve if it’s waiting on
the customer after a couple of weeks. Has anyone else already done that?

I’m currently using RT 3.6.4 (3.8 upgrade coming soon), if it is relevant.

Cheers,

Howie

Hi,

I think my final goal will be to have two states for open tickets:
pending_tech, pending_customer or similar, and something to nag internal
users if the ticket is waiting on them, and resolve if it’s waiting on
the customer after a couple of weeks. Has anyone else already done that?

here, we use the “stalled” status when the request is waiting for a
customer answer. (when we respond to customer to ask something, we put
the stalled status, when the customer answer, the ticket status changes
automatically to open).

so, here:
pending_tech -> Status = ‘open’ OR Status = 'new’
pending_customer -> Status = ‘Stalled’

For your backlog, you can have a look at the LastUpdatedBy of each
ticket and compare to your tech list of emails.