[rt-users] Workflow question: RT on both ends of a ticket

[Kenneth Crocker]

Carl,


	Are all these tickets in the same Queue? I don't understand why using 
different Queues wouldn't work.

Kenn
LBNL

Carl Vincent wrote:
> Hi,
> 
> We've been using RT for a couple of years (currently on 3.2). I'm just
> looking for some suggestions on how to solve a problem we have - it's a
> workflow thing rather than a techical issue!
> 
> One part of our business organises workshops at venues around the
> country - we use RT tickets to communicate with the contact at the venue
> we're hiring and also tickets to communicate with people like catering
> contractors. That's working great - RT saves us a lot of hassle.
> 
> Additionally we have our own venue here at Newcastle which we hire out
> to other people. Again we use RT to communicate with the person hiring
> and also with catering contractors when we're asked to organise food on
> behalf of the hirer. Again, this works great. RT is just the job.
> 
> The fun starts when we want to run a workshop at our own venue:
> Following the plan above, our RT system ends up on both ends of the
> ticket. Ideally the workflow process would be the same whether we're
> using our venue of one elsewhere, but at the moment our team have to
> treat these tickets differently (tickets are linked
> refers-to/referred-by and you have to check both for the full picture).
> 
> I've kind of resigned myself to run a separate RT for our venue
> management operation - then the two RTs can talk to each other. I'd also
> considered writing something to rewrite the headers to fool RT into
> thinking it was talking to a separate RT instance - though I don't know
> how hard that would be.
> 
> Does anyone else have a suggestion to smooth out this abnormality in our
> workflow?
> 
> Cheers
> 
> Carl
>