[rt-users] Modify Create Ticket display

[Kenneth Crocker]

Joop,


	It will take a couple of months, because I'm in the middle of writing 
some code in CLI/SQL to convert about 7,500 table records from another 
ticketing system in Oracle into RT. However, when I DO get to this, I'm 
hoping, first of all, to get my technical support groups to agree to one 
and ONLY one version control system (hoping that will be SVK from BP!). 
Then I think it should be fairly easy.
	My plan is to create a scrip for a CF called something like "Prog ID" 
and whenever the Ticket Status is changed to "open" execute the URL 
(ability built into RT CF's) with a "grab, lock & return member to work 
directory" type command and another scrip when the Ticket Status is 
changed to "resolved" to execute the same shell with a "replace & 
unlock" type of command.
	Since I have already put in a QA WorkFlow design with scrips that 
require a seperate QA Approval group to approve the work (both parent & 
child levels) before it can be "Resolved", this design would give RT a 
"one button" resolution design.
	If I keep the scrip at the ticket level, then if I have 5 children 
tickets to a parent (for example), then when each child ticket is 
"resolved", the scrip will look at the CF and if not null or blank, go 
to the URL and execute the link. Those children tickets with no CF 
attached or where the CF is blank/null, the shell is NOT executed.
	Well, that's my rough design at the moment. I'll flesh it out when I 
get into the shell and the specific version control system. If you get 
any ideas on this, I'd be more than happy to work on them with you. 
thanks for your interest.


Kenn
LBNL

On 6/25/2008 11:30 PM, Joop wrote:
> Kenneth Crocker wrote:
>>     Stephen, thanks a bunch for your help. We are getting bigger here 
>> by the month. I just added 25 more tech support queues AND they are 
>> now wanting me to use the CF URL link ability to tie in a "Resolve" to 
>> linking to version control. Kool, huh? that should a a LOT of fun.
>>   
> If you figure out how to do that I would like to see a snippet because I 
> can't get my head around it. Tried a couple of things but got not nearly 
> close to what I wanted or expected.
> 
> Thanks,
> 
> Joop
>