[rt-users] Design/usage question

[Gene LeDuc]

Hi Jerrad,

I used a custom field to emulate custom states for a process that required 
a ticket to change queues several times.  A certain request comes in to the 
security office and they create a ticket in their queue.  A scrip 
immediately moves the ticket into the network queue where it prompts the 
techs to kill the user's network connection.  They do so and record their 
action, which causes the ticket to return to the security queue and stall 
itself.  User notices that he is no longer on the network so he starts 
calling around and eventually ends up talking to security.  Security sends 
him a letter and updates the ticket, the ticket stays stalled.  When user 
signs and returns the letter, security notes it and the ticket goes back to 
the network queue where the techs are prompted to restore the 
connection.  They do so and record the action, which causes the ticket to 
return to the security queue where it sits until security reviews it and 
marks it resolved.  At each step the custom field gets changed by a person, 
a scrip, or a template, and this change triggers the next action.  It's 
clunky, but it works well for us.

It may not be the best answer for your situation, but it is something to 
consider.  We are using 3.6.3, so there might be better ways to do this in 
3.8 that I don't know about.

Regards,
Gene

At 07:47 PM 8/24/2008, Jerrad Pierce wrote:
>I have users who want to use RT to track an elaborate multi-step process, 
>namely to
>determine how far-along individual projects are. Does anyone have  any 
>experience with this,
>or recommendations for doing so?
>
>The original idea was for the creation of a ticket in the queue to spawn 
>the creation of child
>tickets for every step in the process. I fear this will be rather 
>cumbersome, and may result
>in correspondence being spread across far too may tickets.
>
>I've since been considering a (multi)select CF, but it seems like it'd be 
>rather easy to ignore,
>and we already have over two dozen CF on these tickets.
>
>Custom states are another possiblity, but there are 12 steps, and that 
>seems extremely unweildy.
>
>Thanks in advance,
>
>Jerrad


-- 
Gene LeDuc, GSEC
Security Analyst
San Diego State University