[rt-users] Workflow Management with rt3

[Marc Haber]

Hi,

I am wondering wheter rt3 can do workflow support. When I google for
that subject, most solutions come up mentioning approvals, but I think
that scrips are more the solution.

To give an example: We have an internal process that is called
"provisioning of a new DSL customer" with the following workflow steps:

- Customer signs contract
- Line is ordered by Carrier
- CPE is ordered by supplier
- IP addresses are requested, allocated and assigned
- RADIUS is configured for the Customer
- CPE is configured with the RADIUS data
- CPE is shipped to the customer
- Line is installed
- CPE is installed
- CPE is reachable
- complete

I am wondering whether it is possible to process that workflow with
rt3's support. The naive approach would be that a "parent ticket" is
created for the entire process which automatically spawns "child
tickets" for the subordinate tickets. If one step depends on other
steps, the corresponding subticket is only created if the
pre-conditional tickets have been closed.

I think that this can probably be done with scrips, but the
documentation for scrips is somewhat crude. I did not yet understand
the approval mechanism well enough to know whether a ticket can
require multiple approvals to get in a different state.

Disclaimer: I have used, but not adminned, an installation of rt1 in
the past. I have never used rt2, and am only running a very limited
test installation of rt3 at the moment, and I have only spent about
two hours with rt3 right now. Is rt3 a classical case of "use the
source, luke", or did I miss some more documentation that is not in
the documentation PDF on bestpractical.com?

Any hints will be greatly appreciated.

Greetings
Marc

-- 
-----------------------------------------------------------------------------
Marc Haber         | "I don't trust Computers. They | Mailadresse im Header
Karlsruhe, Germany |  lose things."    Winona Ryder | Fon: *49 721 966 32 15
Nordisch by Nature |  How to make an American Quilt | Fax: *49 721 966 31 29