Robert Long wrote: > 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.
OK, that's clever. I'm going to look into that. Thank you! -- 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