Hi. In order to help our billing person, I am trying to find a way to alert her when a ticket gets resolved. I've come up with a few options, and would like some thoughts, opinions, suggestions, etc:
1 - Write a custom scrip that e-mails her upon Status -> Resolved 2 - Try to convince the Approvals feature to work on Ticket Resolved, not Ticket Created From these, the pros and cons so far: 1: pros: should be pretty easy to implment cons: piles of e-mail in her inbox cons: the data is outside of RT, so hard for someone else to step in if she goes on vacation, gets sick, etc 2: pros: if it can be done, it should give a nice view via RT (single location to go to for the data) cons: can Approvals be convinced to work on Status->Resolved? Right now, we have a custom field that is used in a report to find tickets that have not yet been billed, but there are a few problems with this. 1 - no timely notification (i.e. she has to run the report daily and try to figure out what's different to review each ticket for complete data needed to do the billing) 2 - if the custom field "accidentally" gets flipped, the ticket never shows in the report, so it never gets billed or accounted for. Hopefully, this gives some idea of what we are trying to achieve. Suggestions welcome! Thanks, Sam _______________________________________________ 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
