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On 12/12/11 18:58, Daniel Garcia Mejia wrote:
<blockquote cite="mid:4EE640CE.9090106@cesca.cat" type="cite">
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<span id="result_box" class="" lang="en"><span class="hps">Then</span>
<span class="hps">you can define</span> <span class="hps">the
following</span> <span class="hps">workflow</span><span
class="">?</span><br>
<br>
<span class="hps atn">1.-</span><span class="">Create a</span> <span
class="hps">ticket</span> <span class="hps">in a queue.</span><br>
<span class="hps atn">2.-</span><span class="">Automatically</span>
<span class="hps">pass this</span> <span class="hps">ticket</span>
<span class="hps">to queue</span> <span class="hps atn">'</span><span
class="">__Approvals</span><span class="">'</span> that <span
class="hps"></span></span><span id="result_box"
class="short_text" lang="en"><span class="hps">it is</span> <span
class="hps">necessary to approve</span> <span class="hps">some</span>
<span class="hps">users.</span></span><span id="result_box"
class="" lang="en"><span class="hps"></span><span class="hps"></span><br>
<span class="hps atn">3.-When the ticket is approved by the some
users</span><span class="hps"></span><span class="">, that the</span>
<span class="hps">ticket</span> <span class="hps">go</span> <span
class="hps">to another queue</span> <span class="hps">differently.</span><br>
<br>
<span class="hps">Is it possible?</span></span><br>
<br>
THANKS!!:)<br>
<br>
On 12/12/11 18:10, Daniel Garcia Mejia wrote:
<blockquote cite="mid:4EE6356D.1010307@cesca.cat" type="cite">
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Hi,<br>
<br>
I have a question about creating approvals in RT. I don't
understand <span id="result_box" class="" lang="en"><span
class="hps">how it works</span><span class="hps"></span> <span
class="hps">Approvals</span><span>.</span> <span
class="hps">Is to define a</span> <span class="hps atn">template
'</span><span>Queue:</span> <span class="hps">___Approvals</span><span>'</span>
<span class="hps">in a queue</span> <span class="hps">where
we want</span> <span class="hps">to implement the</span> <span
class="hps">Approval</span><span>? <br>
</span></span><span id="result_box" class="" lang="en"><span
class="hps">Conceptually,</span> <span class="hps atn">'</span><span>Approval</span><span>'
is a</span> <span class="hps">separate</span> <span
class="hps">queue</span> <span class="hps">where</span> <span
class="hps">we send</span> <span class="hps">tickets</span>
<span class="hps">that must be</span> <span class="hps">approved
prior to</span> <span class="hps">solving them?</span> <span
class="hps">What is the difference</span> <span class="hps">then</span>
<span class="hps">with the concept of</span> <span
class="hps">parent-child</span> <span class="hps">ticket</span><span
class="">?</span></span> (<span id="result_box" class=""
lang="en"><span class="hps">because I can not</span> <span
class="hps">see the difference between</span> <span
class="hps">Approval</span> <span class="hps">and</span> <span
class="hps">parent-child</span> <span class="hps">ticket)<br>
<br>
Thanks!!<br>
</span></span>
<h1><span class="mw-headline" id="Creating_Approvals_In_RT"><br>
</span></h1>
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__
/ / Daniel García Mejía
C E / S / C A Portals i Repositoris
/_/ Centre de Serveis Científics i Acadèmics de Catalunya
Gran Capità, 2-4 (Edifici Nexus) - 08034 Barcelona
T. (NULL) - F. 93 205 6979 - <a moz-do-not-send="true" class="moz-txt-link-abbreviated" href="mailto:dgarcia@cesca.cat">dgarcia@cesca.cat</a>
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</blockquote>
<br>
<br>
<pre class="moz-signature" cols="72">--
.......................................................................
__
/ / Daniel García Mejía
C E / S / C A Portals i Repositoris
/_/ Centre de Serveis Científics i Acadèmics de Catalunya
Gran Capità, 2-4 (Edifici Nexus) - 08034 Barcelona
T. (NULL) - F. 93 205 6979 - <a moz-do-not-send="true" class="moz-txt-link-abbreviated" href="mailto:dgarcia@cesca.cat">dgarcia@cesca.cat</a>
.......................................................................
</pre>
</blockquote>
<br>
Thanks Kevin! I answer some question, please read if you have time,
thank you!<br>
<br>
<br>
1.- What is it you want to use RT for?<br>
<br>
<span id="result_box" class="" lang="en"><span class="hps">I'm
working</span> <span class="hps">in a company that</span> <span
class="hps">provides services to</span> <span class="hps">various
clients and</span> <span class="hps">want to implement</span> <span
class="hps">the new version of</span> <span class="hps atn">RT
(</span><span class="">currently have</span> <span class="hps">3.6).</span><br>
<span class="hps">Naturally</span><span class="">, the company</span>
<span class="hps">has different</span> <span class="hps">departments
but</span> <span class="hps">now I'm</span> <span class="hps">trying
to implement</span> <span class="hps atn">a specified </span><span
class="">workflow</span><span class="">.</span></span><br>
<br>
<br>
2.- How many user will be making requests?<br>
<span id="result_box" class="" lang="en"><span class="hps">This</span>
<span class="hps atn">'</span><span class="">workflow</span><span
class="">'</span> <span class="hps">consists of 3</span> <span
class="hps">types of users:</span> <span class="hps"><br>
A.- User A</span> <span class="hps">can accept</span> <span
class="hps">tickets that</span> <span class="hps">create the
user</span> <span class="hps">B.</span><span class=""></span><br>
B.- <span class="hps">User B</span> <span class="hps">can</span>
<span class="hps">accept</span> <span class="hps">user</span> <span
class="hps">C.</span><span class=""><br>
C.- User</span> <span class="hps">C</span> <span
class="hps">can not accept</span> <span class="hps">tickets.</span></span><br>
<br>
<br>
How many steps in your flow do you envision and what are they for?<br>
<br>
<span id="result_box" class="" lang="en"><span class="hps">This</span>
<span class="hps atn">'</span><span class="">workflow</span><span
class="">' consists</span> <span class="hps">of the following</span>
<span class="hps">steps:</span><br>
<span class="hps atn">1.-</span><span class="">For example</span>
<span class="hps">User B</span> <span class="hps">creates</span>
<span class="hps">a ticket</span> <span class="hps">in a queue</span>
<span class="hps atn">'</span><span class="">Example1</span><span
class="">'.</span><br>
<span class="hps atn">2.-</span><span class="">Automatically</span><span
class="">, the ticket</span> <span class="hps">going</span> <span
class="hps">to have to be</span> <span class="hps">approved by</span>
<span class="hps">a user</span> <span class="hps">C.</span><br>
<span class="hps atn">3.-</span><span class="">When the user</span>
<span class="hps">has accepted the</span> <span class="hps">ticket</span>
<span class="hps">C</span> <span class="hps">User</span> <span
class="hps">B,</span> <span class="hps">it</span> <span
class="hps">passes</span> <span class="hps">to another queue</span>
<span class="hps">ticket</span> <span class="hps atn">'</span><span
class="">Example2</span><span class="">'</span> <span
class="hps atn">with status '</span><span class="">resolved</span><span
class="">'.</span><br>
<br>
<span class="hps">Is that possible?</span></span><br>
<br>
<br>
<br>
<br>
3.-Who will work on the tickets in these steps and how many of THEM
are there?<br>
<br>
<span id="result_box" class="" lang="en"><span class="hps">In the
above example</span><span class="">, we see that</span> <span
class="hps">type of</span> <span class="hps">ticket</span> <span
class="hps">that</span> <span class="hps">intervened</span> <span
class="hps">User B and</span> <span class="hps">C</span><span
class="">, user A</span> <span class="hps">has not intervened</span>
<span class="hps">as it</span> <span class="hps">interacts with</span>
<span class="hps">B</span> <span class="hps">Only</span></span><br>
<br>
<br>
THANKS!!!<br>
<br>
Best regards!<br>
<br>
<pre class="moz-signature" cols="72">--
.......................................................................
__
/ / Daniel García Mejía
C E / S / C A Portals i Repositoris
/_/ Centre de Serveis Científics i Acadèmics de Catalunya
Gran Capità, 2-4 (Edifici Nexus) - 08034 Barcelona
T. (NULL) - F. 93 205 6979 - <a class="moz-txt-link-abbreviated" href="mailto:dgarcia@cesca.cat">dgarcia@cesca.cat</a>
.......................................................................
</pre>
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