[rt-users] tracking tickets which have been replied to?

Jo Rhett jrhett at netconsonance.com
Wed Feb 11 17:17:45 EST 2009

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

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