[rt-users] Split Ticket

[Dirk Pape]

Hello,

--On Dienstag, 29. Oktober 2002 9:55 Uhr -0500 Tony Aiuto <tony at ics.com> 
wrote:

>
> I need a feature that will let me split a ticket into N
> tickets.  We often get bug reports that are 2 or more
> separate issues.   What I would like to do is copy
> all the data from the original ticket into the new
> tickets.  Then the support staffer doing the split
> can edit the subject and content on each to divide
> the problems.   Ideally, if you ask to split into
> 3 tickets, you should get 3 popup dialogs which
> present the subject and text of the original
> so that you can edit them down as a single process.

I would like to follow up with an extended szenario of this I have in mind:

It would be nice, if you not only can split a ticket but "fork" it in the 
following way:

For a given ticket, have a button (or sth. equivalent) to create a number n 
of child tickets on which the original ticket depends. This child tickets 
might start wih the same data of the original ticket, but that should be 
extendable.

The original ticket will be set to stalled and the created tickets to new.

If all of the created tickets are resolved, the original ticket's status 
should automatically change to "open" again and so reappear in the list of 
the owner, who can then decide whether it is resolved now or not.

If some correspondance is added to one of the resolved child tickets not 
only the child ticket should be reopened but also the original parent 
ticket.

As Stucki (stucki at math.fu-berlin.de) has written in another followup in 
this thread, we could spend some time here to contribute to this issue, if 
there were some hints, in which directions to go.
My scenario do not only affect data-representation or -presentation but 
buisiness logic, so I am not sure how to find the correct hooks for 
patching.

Any tips?

Best Regards,
Dirk.

-- 
Dr. Dirk Pape (Leiter des Rechnerbetriebs)
FB Mathematik und Informatik der FU-Berlin
Takustr. 9, 14195 Berlin
Tel. +49 (30) 838 75143, Fax. +49 (30) 838 75190