[rt-users] Workflow Question

[Daniel Riek]

Hi,

we are currently using RT2 in a support environment where we have to
solve requests from external customers. After a ticket is resloved, the
customer has to acknowledge it before we can invoice the time we worked
on it. I solved that by patching RT and adding a "closed" state. The
ticket's requestor can change a ticket from resolved to closed. Our
accounting script then takes all the "closed" tickets.

Now we are going to migrate to RT3 and I am wondering if it would be a
good idea to implement our little workflow via the approval-function.
If I understand it right, the accounting script in that case would have
to check if the resolved tickets depend on an approval ticket that has 
not yet been resolved before accounting it, right?

Any thoughts? Anyone got a similar workflow? How did you solve it?

Regards, Daniel

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Daniel Riek <riek at de.alcove.com>   -    http://www.alcove.com/de/
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