On Tue, Jun 4, 2013 at 12:51 PM, Ram <[email protected]> wrote: > > >> we added a new state to our rt3.8.17 called "wcr" >> (Waiting for Customer Response to a question in the ticket). >> >> Normally, if we reply to a customer ticket, >> we change the state from "open" to "wcr" while replying (Update.html). >> >> Is there a possibility to change rt/Ticket/Update.html (maybe with >> callbacks) >> by default that the status is set to "wcr" instead of "open" ? >> >> > I put a module on users' page that has displays the results of this search > - it has a similar effect and may suit your needs ... or not: > > Seems I learned a new keyboard shortcut for 'send now'... anyway here's the query:
Owner = '__CurrentUser__' AND ( Status = 'new' OR Status = 'open' ) AND LastUpdatedBy != '__CurrentUser__' This will show tickets owned by the current user which are open/new and were most recently updated by someone else [meaning the user's activity is *not* the most recent activity]. hope this helps ram
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