[rt-users] Request for comments: Configurable Status

[Kelly F. Hickel]

Our support group really wanted to do custom status via the status
field, and not by custom fields.  Primarily because the custom fields
are not integrated into the search, resolution, report "screens" (as
reported by others).  So, either customer status values (which we have
now), or better integration of custom fields would solve that issue.

I'd also like to be able to do scrips based on status changes, which I
think I can do now, but haven't gotten into scrips that much.  It seems
to me that by doing this, you've covered the more complex workflow
scenarios, without making it too difficult for beginning users......

--
Kelly F. Hickel
Senior Software Architect
MQSoftware, Inc.
952.345.8677
kfh at mqsoftware.com
 

> -----Original Message-----
> From: Jesse [mailto:jesse at bestpractical.com]
> Sent: Wednesday, June 23, 2004 4:09 PM
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] Request for comments: Configurable Status
> 
> 
> In the traditional RT model, the "Status" field is a simple, limited
> list of possible states that a ticket can be in. Roughly: untouched,
> active, temporarily inactive, permanently inactive.  For more advanced
> workflow, we've recommended that users create custom fields or use
> multiple queues to represent different workflow stages.  Of late,
> there's been an upswing in the number of users who would rather simply
> modify the existing "status" field.
> 
> Would a simple editable per-queue ordered list of possible statuses
> (stati?) be sufficient for your needs?  Do you need to control which
> status transitions are allowed? Do you need to be able to lock down
> certain statuses such that they're only selectable by specific users?
> 
> 
> 	Best,
> 	Jesse
> 
> 
> --
> 
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