----- Original Message ----- > From: "Thomas Sibley" <[email protected]> > To: [email protected] > Sent: Wednesday, July 20, 2011 9:28:54 PM > Subject: Re: [rt-users] see new replies on home / dashboard > On 07/20/2011 07:47 PM, Simon Walter wrote: > > One thing I need is to be able to see clearly on the Home screen / > > Dashboard > > is when a new reply to an existing ticket enters the system via > > email. It's > > clear when there is a new ticket in a queue, but there is no > > indication when a > > ticket has a new email reply. There are times when an issue is > > pending a > > customer's reply. If there is no clear way to see these replies on > > the home > > screen, that's kind of a show stopper. I think that is the only > > thing I miss > > from OTRS. > > I include the LastUpdatedBy column in my saved searches for just this > reason. If the last person to update wasn't me, the ticket probably > needs attention.
Alternatively, on the at-a-glance page, you could edit the '10 highest priority tickets I own' section to include the 'UpdateStatus' column. That will show a status of "New" when a new comment/reply came in that isn't from you. Ryan > > I also use the Stalled status when I expect it might take a while and > I > want to push a ticket off my plate until something happens. When > someone corresponds, the ticket is automatically set to Open again and > it'll pop up in my saved searches. You can of course have tickets > auto-open on any sort of action that you want just by configuring new > scrips. > > Thomas > > -------- > 2011 Training: http://bestpractical.com/services/training.html -------- 2011 Training: http://bestpractical.com/services/training.html
