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FELDAP
Asked: 2012-12-30 03:26:23 +0800 CST

Request Tracker does not highlight a ticket when it receives a new reply

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When a new ticket is created, I can see that in RT. But then if a new reply or correspondence comes to that ticket, it is not getting highlighted (but I can see the new correspondence in the ticket). Any solution?

request-tracker

2 Answers

  1. Best Answer

    There is an option to notify you if there are unread messages on a ticket:

    http://bestpractical.com/rt/docs/latest/RT_Config.html#ShowUnreadMessageNotifications

    This can be set as a global option or at the individual level by going to Logged in as > Settings > Options. Look for "Notify me of unread messages".

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  2. Somethink like highlight ticket there are not possible (or I don't know, how to do it), but my advice is to change sorting of ticket not according to priority (which is default choice), but to last activity. You will see ticket, which have very last activity as the first. Or, if you need sorting according to priority, you can add last activity as the second rule of sorting criterium.

    BTW: I used tickets, which I replied to it, mark as resolved. In this case they go out from default views on the Dashboard, but after user reply to it, it will be reopened and goes to the Dashboard again.

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