[rt-users] greetings, newbie here and a question

[Judson Main]

Interesting.  I've been under the impression that it's very difficult to 
change the status'.  Changing them in the actual perl is not something
I'm fond of, but did, successfully, but that was a replacement, not
an addition.

Would you be so kind as to point me towards a scrip or other type
of plugin that I could use for this?  I believe it would help for my 
problem.

Thanks much,

Jud.


 On Fri Sep 22 13:20 , Kenneth Crocker <KFCrocker at lbl.gov> sent:

>Harald,
>
>
>	I may be wrong, but I think that the RT "Approval" method changes the 
>ticket number. To us, it seems more prudent to keep ticket numbers 
>constant throughout it's journey to being "Resolved". So, we created an 
>"Approval" Queue, which is administrated by a group that reviews 
>requests before they can be taken and reviews test results before th 
>ticket can be resolved. We created a couple new status's ("pending rv", 
>"rq approvd", "qa approvd", "rejected") and use these statuses in 
>combination with some CF's and scrips to initiate correspondence to 
>allow tickets to be reviewed, taken, assigned, worked on, tested, and 
>finally resolved. The scrips check various CF's and the status field 
>before it will allow certain status changes to complete. That way we 
>have a complete audit trail of the movement of a certain ticket number 
>throughout it's movement from new to resolved. It's not as cumbersome as 
>the RT method either.
>
>
>Kenn
>LBNL
>
>Wagener, Harald wrote:
>> Am 21.09.2006 19:11 Uhr schrieb "Judson Main" jmain at ssmg.org>:
>> 
>>> However, I'm thikning that a queue, called Peer Review, can be populated
>>> automagically upon resolution via a custom scrip, which dumps all resolved
>>> tickets into the queue, and if the peer determines something additional
>>> must be done, can choose to reopen the ticket.
>>>
>>> Am I on the right track here?
>>>
>>> Thanks folks.  Any advice is much appreciated.
>> 
>> You want to look into approvals. See the wiki and list archives for details.
>> 
>> Regards,
>>     Harald
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