You could see about perhaps modifying Tim Bishop's rt-remind script to do what you want. As written, it is primarily set to remind owners when their tickets exceed a specified priority but you may be able to change it to fire X hours after the customer last replied.
http://www.cs.kent.ac.uk/people/staff/tdb/rt3/ DB Gary Oberbrunner wrote: > James Moseley wrote: > >> Additionally, you probably want to use a status of 'new'. New tickets mean >> they haven't been touched. Of course, new tickets don't have a 'Told' >> value. If a ticket is open, it's been touched in some manner, but it >> doesn't mean that the customer has been responded to... >> >> Are you looking for tickets that have never been touched but are more than >> an hour old, or you trying to identify all open tickets that simply haven't >> been updated within the last hour? >> > > Thanks for the reply, James. > > Not that it hasn't been updated, but specifically the customer updated > the ticket (via email normally) and nobody's answered them. They're > waiting for a response. I don't care if a ticket hasn't been updated > for a couple of days, as long as we were the last ones to email the > customer (i.e. the ball's in their court). > > If there were specific ticket states for who last updated the ticket > that would help. Or if I could check LastUpdatedBy <> Owner that would > do it too. > > Isn't this a common thing, to want to find the open tickets that aren't > being handled in a timely fashion? > > == Gary > > _______________________________________________ > 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 > -- Drew Barnes Applications Analyst Network Resources Department Raymond Walters College University of Cincinnati _______________________________________________ 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
