[rt-users] Workflow Management with rt3

[AJ]

The three tickets are the CreateTickets scrip which I had modified in the
3.0.7 RT to automatically append the custom field values to the email.

The mac address update is also handled by an RT scrip that checks old value
and new value. 

As for the FAQ, I haven't looked at it really, that's tagged at the bottom.
:)


A.J.


-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Marc Haber
Sent: Thursday, January 22, 2004 6:07 AM
To: rt-users at lists.fsck.com
Subject: Re: [rt-users] Workflow Management with rt3

Hi AJ, hi list,

On Tue, Jan 20, 2004 at 03:55:49PM -0500, AJ wrote:
> Manager submits ticket to new hire queue.
> Three tickets are generated in the appropriate telco, pc support, and
> facilities queues based on the value of the location custom field.

How are these new tickets generated? By a perl script, or by a rt3
scrip?

> When PC support deploys the pc they fill in the MAC address and the vlan
> info custom fields and update.
> On update, a script checks to see if those values changed.

That's a perl script started by a scrip? Does it need to access the
SQL database, or can the scrip hand over commands as parameter?

> Look in <rt_lib>/RT/Actions for examples

Great, there is even pod.

The pod contained in CreateTickets.pm ist most helpful and verbose.

> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

_That_ link needs to be _much_ more prominent on the RT web pages, for
example on http://www.bestpractical.com/rt

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
_______________________________________________
rt-users mailing list
rt-users at lists.bestpractical.com
http://lists.bestpractical.com/mailman/listinfo/rt-users

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm