[rt-users] greetings, newbie here and a question

[Kenneth Crocker]

Harald,


	I may be wrong, but I think that the RT "Approval" method changes the 
ticket number. To us, it seems more prudent to keep ticket numbers 
constant throughout it's journey to being "Resolved". So, we created an 
"Approval" Queue, which is administrated by a group that reviews 
requests before they can be taken and reviews test results before th 
ticket can be resolved. We created a couple new status's ("pending rv", 
"rq approvd", "qa approvd", "rejected") and use these statuses in 
combination with some CF's and scrips to initiate correspondence to 
allow tickets to be reviewed, taken, assigned, worked on, tested, and 
finally resolved. The scrips check various CF's and the status field 
before it will allow certain status changes to complete. That way we 
have a complete audit trail of the movement of a certain ticket number 
throughout it's movement from new to resolved. It's not as cumbersome as 
the RT method either.


Kenn
LBNL

Wagener, Harald wrote:
> Am 21.09.2006 19:11 Uhr schrieb "Judson Main" <jmain at ssmg.org>:
> 
>> However, I'm thikning that a queue, called Peer Review, can be populated
>> automagically upon resolution via a custom scrip, which dumps all resolved
>> tickets into the queue, and if the peer determines something additional
>> must be done, can choose to reopen the ticket.
>>
>> Am I on the right track here?
>>
>> Thanks folks.  Any advice is much appreciated.
> 
> You want to look into approvals. See the wiki and list archives for details.
> 
> Regards,
>     Harald
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