[rt-users] Child or nested queues

[Kevin Falcone]

On Fri, Jan 20, 2012 at 11:30:12AM -0800, Yan Seiner wrote:
> 
> On Fri, January 20, 2012 11:08 am, ktm at rice.edu wrote:
> 
> > I do not think that nested queues are supported. One way to handle it
> > would
> > be to have a base X, Y, and Z queues with a custom field defined to
> > partition
> > the tickets. Then use saved searches and dashboards to give you an
> > effective
> > view as if you had child queues.
> 
> That's one fallback.  I'd have to figure out how to do ACLs based on
> custom fields.  Each "partition" would have to have an ACL so that, for
> example, the contractor cannot see the discussions between the design team
> and the owner.

You can't do ACLs on Custom Fields.

> Another fallback is to have an X queue, and then an RFI queue.  Each RFI
> would be a child ticket of a ticket in the X queue.  Again, ACL is a
> concern.

Just assign ACLs on Roles, not Groups / Queue and you'll be fine.


-kevin

> Lastly, I could just brute force it and create an X queue, an X-RFI queue,
> and so on.  That would solve the ACL problem but it would create an awful
> lot of queues.  A hierarchy of queues would let me make it more
> manageable.
> 
> I realize that RT was not really designed to be a construction project
> management software package like Constructware, but CW has so many
> drawbacks that it makes RT a good alternative.
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