[rt-users] Best way to implement workflow

Todd Chapman rt at chaka.net
Fri Jan 21 08:59:03 EST 2005

In the soon-to-be-released RT 3.4, custom fields can be shared
among queues.

Personally, I like to have each step in the process be a new
ticket, but have the tickets linked together so that ticket
owners can look at previous tickets in the chain for extra


On Fri, Jan 21, 2005 at 09:18:11AM -0500, Barnacle Bob wrote:

> Hello all.
>     I am wonder what your oppinions are on imlimenting this work flow.
>  Basically request comes in and needs aproval from administrator when
> approved it moves on to secretary and then its handed off in physical
> form for it to be taken care of (transportation) once done sec1 adds
> some data to the ticket and sends it off to accounts to be paid and
> then finally resolved.  I have thought of 2 different ways of
> approaching this problem.  the first is to have each step a seperate
> queue so it would move between them.  but the lack of being able to
> use global custom fields (and being able to dissable them on a queue
> basis for our other stuff) makes it so i would have to either move
> around the data in the custom fields to custom fields in the other
> queues or collate all the custom field data into a transaction on the
> ticket before moving it.  This seems acceptable.  The other way would
> be to have it all in the same queue and depending on who resolved the
> ticket re open it and assign it a new owner.  This would make it so
> the custom fields will work well without any complex script.  Both of
> these seem like perfectly acceptable solutions to me and i was
> wondering if any one else had any input on this.  Thanks in advance
> for any thoughts you might have.
> -Karl Pietri
> LAN Tech
> Northview Public Schools
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