[rt-users] Ideas on best way to do this?

[Kenneth Crocker]

Greg,


	For each ticket that is created, there are links that you can create 
that will show the relationship between the two (or more) tickets. Child 
tickets are designed as a dependency, but a one that belongs to the same 
queue as the base request. This is in case there is an administrator 
that wants to keeps tabs on just his responsibilities. There is also the 
"Depends On" link, which is designed to show dependency relationships 
BETWEEN queues. This would be a case where the administrator of one 
queue wants to know what tasks (from other queues, different 
administrator) are holding up his work in his queue. Requestor info 
(i.e. name, company, etc.) can be controlled by the template you use for 
notification IF you use a notification. If you have a queue where you do 
not want the requestors to get notifications, just dissable those kind 
of scrips, but keep the requestor info on the ticket.
	Ticket relationships are there for project management type reporting. 
Not every will need/use them.
	Also, a dependency SHOULD mean that Ticket #1 CANNOT be resolved until 
Ticket #2 is resolved first. You shouldn't be able to resolve #1 first. 
That's the point of the "dependant" relationship.
	Just a few thoughts. Hope they help.

Kenn
LBNL

On 2/5/2008 9:05 AM, Greg Evans wrote:
> Here is what I would like to do, but I am not sure if the approach I am taking is one that makes sense or if I should be going about it a different way, so I thought I would ask ☺
> 
> Idea for how I would like it to work
> 
> Caller 1 calls in on Issue A (Ticket #XXXX) 
> 	-->Ticket Created
> 	-->Ticket Gets Resolved
> 	-->Caller 1 Calls in on Issue B (Sub/Child Ticket of Original Ticket)
> 		-->Ticket Created
> 		-->Ticket Gets Resolved
> 	-->Caller 1 Calls in on Issue C (Sub/Child Ticket of Original Ticket)
> 		-->Ticket Created
> 		-->Ticket Gets Resolved
> 
> Caller 2 calls in on Issue A (Ticket #XXXY) 
> 	-->Ticket Created
> 	-->Ticket Gets Resolved
> 	-->Caller 2 Calls in on Issue B (Sub/Child Ticket of Original Ticket)
> 		-->Ticket Created
> 		-->Ticket Gets Resolved
> 	-->Caller 2 Calls in on Issue C (Sub/Child Ticket of Original Ticket)
> 		-->Ticket Created
> 		-->Ticket Gets Resolved
> 
> The idea is that when we create a ticket for a given user, each additional ticket will refer to the original ticket. So I am thinking that Child Tickets would be the best way to do this. Am I correct, or am I barking up the wrong tree?
> 
> Thanks In Advance
> 
> Greg Evans
> 
> 
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