[rt-users] Complex question re tickets, custom fields, and queues

[Alexander Finger]

Hi Brandon,

the first obvious idea would be to grant access based on custom field
values, which is not possible.

Another option would be to use a Queue per Location, having the
disadvantage of spreading tickets over multiple queues.

A third option would be to create child tickets automatically, based
on the custom field value (and update/close the master ticket by using
the parent/child relationship). I think that's doable and would work
in the case as you describe it.

rgds
Alex

On Sat, May 14, 2011 at 8:21 AM, Brandon Ward <bward at film-tech.com> wrote:
> v3.8.7 -
>
> I have a question about Queues, Tickets, and Custom Fields.  I've found
> some info in the Wiki regarding spawning child tickets, but can't tell
> if that's what I need to do.
>
> Is this possible?
>
> I have 3 Queues (Q1, Q2, Q3) that correspond to 3 clients (C1, C2, and
> C3).
>
> Tickets for clients C1 and C2 are monitored by C3.  C1 has 7 locations
> (A, B, C, D, E, F, G).  C3 needs to see tickets for
>
> all locations EXCEPT for F and G.
>
> Is there a way to have all tickets cloned or viewable to C3 except for
> those relating to those 2 specific locations?  The
>
> tickets for the C1 queue have a custom field that specifies which
> location it's for.
>
> C3 will be using Self Service and should only be able to VIEW tickets
> that pertain to them.
>
> Scenario:
>
> A call comes in to the helpdesk from C1.  A ticket is opened in the C1
> queue.  During creation, a location is selected from
>
> a custom field.  If the location is A-E it needs to be viewable to C3.
> If not, it acts like a normal ticket in any other queue.
>
> Can this be done via scrip or extension?
>
> Thanks,
>
> Brandon
>
>



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