Hi, I've been asked for a report from our RT system to show why tickets are still open. Before I get to that though, I wanted to write something to figure out which tickets are waiting on us, and which are waiting on the requestor. I can see that the Told property on tickets tells me *when* there was an exchange last, but not who sent it.
Is there a simple field or function already tucked away somewhere for this, or do I need to trawl the transactions? I think my final goal will be to have two states for open tickets: pending_tech, pending_customer or similar, and something to nag internal users if the ticket is waiting on them, and resolve if it's waiting on the customer after a couple of weeks. Has anyone else already done that? I'm currently using RT 3.6.4 (3.8 upgrade coming soon), if it is relevant. Cheers, Howie _______________________________________________ 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
