[rt-users] RT "pre-sales" question

[Claude M. Schrader]

Rob,
out of the box, RT does not have that behavior, but it should be fairly
straightforward to customize the interface to add a button for that. We
added a "delete ticket" button to the top right of our install, among
other customizations. The following link maybe a good starting point.
Claude

http://wiki.bestpractical.com/index.cgi?CleanlyCustomizeRT

On Wed, Nov 01, 2006 at 10:26:33AM -0800, Rob Walker wrote:
> I am trying to help some co workers with evaluating RT for
> implementation. They want the same package for tech support,
> development (displacing bugzilla), and IT helpdesk.
> 
> I was showing one decision maker a fresh install of 3.4, as well as an
> in-use copy of 3.6, and there was a requirement that I couldn't "click
> my mouse three times" and make happen.
> 
> The quick version is 'create "depends on" tickets without re-entering
> data'. The long version is as follows:
> 
> 1.  Ticket comes into tech support queue.
> 2.  CustEng finds out the problem is because of a bug.
> 3.  CustEng clicks on magic button.
> 4.  Data from currently opened ticket in CustSupport queue is brought
>     forward into a new ticket in the SwEng queue, which the CustEng
>     reviews and then submits.  Of course, the CustSupport ticket
>     "depends on" the SwEng ticket automagically.
> 
> Thanks,
> Rob
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
****************************************************************************
Claude M. Schrader                      302-295-4707
Network Technician                      215-701-6500 x4707
Consult Dynamics/DCANet                 888-4DCANet (888-432-2638)
cschrader at dca.net                       http://www.dca.net
****************************************************************************
-------------- next part --------------
A non-text attachment was scrubbed...
Name: not available
Type: application/pgp-signature
Size: 189 bytes
Desc: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20061101/9ae0a861/attachment.sig>