[rt-users] Hidden Ticket Dependants

[Ken Crocker]

Jeremy,


    We do that. We have a Custom Field we use to mark the progress, 
another for the name of the person responsible to do the QA test (they 
get an email automatically when the work is ready for that test), 
another CF for the date the work was completed, another for the name of 
the person responsible for migrating the work into production, and 
finally, one to mark the date the QA test results were approved. 
Obviously, we do this with some scrips. If you're interested inour 
workflow, let me know and I'll send you a copy of the code and the 
documentation.
    I'm headed to a meeting at the moment, but I'll get back to you when 
I can, probably tomorrow.

Kenn
LBNL

On 6/8/2009 1:02 PM, Jeremy Winder wrote:
> Our current work-flow policy requires four people to be involved in
> resolving most customer software/data change requests. One of the
> company partners to approve the request, one person to do the
> development, one to do the testing and another to push it into
> production.
>
> I'm attempting to create this same work-flow in RT but running into some
> issues in doing so. First, I tried to do it with a custom field with
> values for each step; but we have a couple developers who have caused
> the company partners to request that a ticket can not be resolved until
> each step is completed. I then attempted to spawn a separate dependant
> ticket on create; but this has caused issues with the testing department
> or sys admins wanting to only see tickets that are ready to be tested or
> pushed. My next idea is to create a queue no one can see, and wait for
> the custom field to change to a given value then have the tickets move
> from that queue to the queues people can see, but this seems messy to
> me. Also, I have a feeling the developers aren't going to want to see a
> status of (Pending 2 other tickets) on all of their tickets.
>
> Has anyone else solved this type of problem, if so what how did you go
> about doing it?
>
> Thanks in advance,
>
> Jeremy
>
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