Okay, this is so obvious of a requirement in a ticket system that I've been spinning in circles assuming I'm overlooking something. However, I haven't found it, so could someone please clue me in how to do this?
Ticket opened by a customer - needs response Ticket replied to by helpdesk - has been handled Ticket replied to by a customer - needs response again Unfortunately, I see nothing in RT which will highlight that message and bring it up on anyone's screen as needing action. Yes, an e-mail will go out. But I'm looking for the following kind of things: 1. If not responded to within a given period, unassign from owner and/ or escalate in some visible fashion 2. Bring it to the top of everyone's list as needing action. I'm guessing that the solution will rely on something like this: A) A global script to lower priority on Comment or Correspondence (or Resolve) below a certain number B) A global script to raise priority on update from customer above that certain number C) An rt-crontool script to annoy people about priority > certain number unanswered tickets Has anyone else already run down this road? -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness _______________________________________________ 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
