<html><head></head><body style="word-wrap: break-word; -webkit-nbsp-mode: space; -webkit-line-break: after-white-space; ">I designed a workflow for server installation while at the Stanford<div>Linear Accelerator (SLAC), which I contributed to the RT Wiki:</div><div><a href="http://wiki.bestpractical.com/view/WorkFlow">http://wiki.bestpractical.com/view/WorkFlow</a>.</div><div>It consists of a master ticket for the tasks, child tickets assigned</div><div>automatically to the responsible groups for subtasks, and </div><div>updating of the parent ticket as the subtasks are completed.</div><div>A saved search gave a dashboard of all outstanding tasks</div><div>and where they stood in the process. Is that the sort of thing</div><div>you are looking for?<br><div>
<div>-Chuck<br>-- <br><span class="Apple-style-span" style="font-size: 11px; ">Chuck Boeheim [::] CIT [::] Systems Services</span></div><div><font class="Apple-style-span" size="3"><span class="Apple-style-span" style="font-size: 11px; ">Cheap hardware isn't</span></font></div>
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<br><div><div>On Mar 23, 2010, at 7:10 PM, Forrest Aldrich wrote:</div><br class="Apple-interchange-newline"><blockquote type="cite"><div>One problem I frequently run into while using RT is the issue of <br>"workflow". There are "priority" levels, but when you have a task that <br>has multiple people involved, it would be useful to have multiple ticket <br>owners where when one task is completed, it's automatically punted to <br>the next person to complete (the key being visibility).<br><br>Yes, you can just re-assign the ticket - but sometimes that's not <br>politically pleasant (office politics).<br><br>A generic example: I'm asked to upgrade a server software component <br>(product) that is used internally for which I have no other involvement; <br>dev people are responsible for testing and Q/A of the install. I get a <br>ticket to perform the update, I report this update as being completed, <br>but never receive a response or approval that they found the work <br>acceptable. So, I just close the ticket.<br><br>This creates several problems, some of which are connected to the <br>absence of a workflow process.<br><br>Anyway, I wonder how others in differently-sized organizations handle <br>this type of issue within the RT framework.<br><br>We are now testing a 'kanban' system internally, to see if that will <br>help with some of these processes.<br><br><br><br>Thanks...<br><br><br><br>Discover RT's hidden secrets with RT Essentials from O'Reilly Media.<br>Buy a copy at <a href="http://rtbook.bestpractical.com">http://rtbook.bestpractical.com</a><br></div></blockquote></div><br></div></body></html>