Gary Oberbrunner wrote: > Isn't this a common thing, to want to find the open tickets that aren't > being handled in a timely fashion? How about setting up a custom field like "Where the ball lays" with values of "Customer" or "Us". Then write a scrip to flip that value if one of your people replies to the ticket ( if they're all part of the same group this would be easy ), and another scrip to flip the value back if the ticket is updated by someone else (You could do this all in the same scrip I do suppose, for some reason I opted to do it in two).
Then you can just create a search for 'not resolved' and 'The ball is in our court'.. I even go so far as to have my RT at a glance configured so I list tickets I need to respond to separately from those that I have responded to. .Robert . _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com