Simno, You could try something like this:
Make sure the customer is the "Requestor". Then write a search that looks for "LastUpdatedBy" eq to the RequestorID AND "LastUpdated" < "10 days ago" or something to that effect. The point is that you can set up a search for the correct criteria and then put that search in your homepage display. Hope this helps. Kenn LBNL On Wed, Jul 20, 2011 at 4:47 PM, Simon Walter <[email protected]> wrote: > Hi all, > > I'm new to RT. I've setup OTRS at my last company, and it was very useful. > However, I like some of the RT features, and would like to be able to use > it > instead. > > 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. > > Is there any way I can configure this? Should I be using RT differently? > I'm all > ears. Thanks! > > Simon > > -------- > 2011 Training: http://bestpractical.com/services/training.html >
-------- 2011 Training: http://bestpractical.com/services/training.html
