Howard,<br><br>We have a specific WorkFlow that involves some automatic processes (automatically promoting Status and sending notifications) based on a combination of values in the Status field (and some Custom Fields) and we had to add a couple Status values (for staging QA testing) to accomplish this. I also helped someone else do this via different Queues with scrips that automatically sent the ticket to a new Queue based on the values in Status and some Custom Fields. So, there are a couple ways to do this. To decide exactly how, would depend on what your workflow looks like, the types of restrictions and a few other variables like who does what when and then what (plus any exceptions to the rules). It really is important that you work out (analyze/flowchart) the details of what you're looking for. It's always easier to code decisions and procedures that are already worked out.<br>
<br>Hope this helps.<br><br>Kenn<br>LBNL<br><br><div class="gmail_quote">On Mon, Jul 26, 2010 at 2:30 AM, Howard Jones <span dir="ltr"><<a href="mailto:howie@thingy.com">howie@thingy.com</a>></span> wrote:<br><blockquote class="gmail_quote" style="margin: 0pt 0pt 0pt 0.8ex; border-left: 1px solid rgb(204, 204, 204); padding-left: 1ex;">
I've managed to get stuck with looking at emulating an existing Tivoli<br>
TSRM process with RT. It's a somewhat complex workflow for change<br>
management, where a request goes through a series of states, and in each<br>
state there are different restrictions on what can happen, and who can<br>
do it.<br>
<br>
I'm thinking that an RT queue for each state is probably the way to do<br>
this, with appropriate group permissions on each queue. Then some kind<br>
of menu customisation for the actions, that push tickets into other queues.<br>
<br>
Is there an existing way (other than a giant case statement type of<br>
thing in /Callbacks/Ticket/Elements/Tabs) to do per-queue customisation<br>
like this?<br>
<br>
Has anyone else done this kind of thing? I'm torn between trying to<br>
follow the existing stuff slavishly, and getting the actual process<br>
simplified instead :-)<br>
<br>
Thanks for any illumination...<br>
<br>
Howie<br>
<br>
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</blockquote></div><br>