[rt-users] RT feature request

[Kenneth Marshall]

On Sun, Aug 02, 2009 at 02:09:39AM -0700, Sean wrote:
> Hi,
> 
> Not sure what/where the appropriate place is for an RFE, just thought I'd suggest it while im thinking of it.
> 
> I'd like to suggest a way to implement a .. for lack of better terminology, a "ticket flow" so - for example - User X wants to order a server. This goes through several different people/queues, it would go to the purchasing queue first, then the facilities queue, than the appropriate OS groups build queue. Right now, this can be done with
> a manual parent/child method (i.e. user X request is the parent, and a child is created for each subtask) or the ticket is moved from queue-to-queue/group to group. It has been asked if, instead of a manual process, a "flow" could be modeled whereby a build ticket would be created, and when that ticket was closed, a new one (or child or however this would want to be done) automatically created in the next step until resolution.
> This would take a lot of the manual-ness out of the process.
> 
> Along with this comes the possibility of ticket types - incident vs. problem vs. build vs. quote request etc etc etc.. Whats nice about this
> is that you can have a ticket of a "build" type go into the facilities queue, and that ticket, since it is a build type, could have a bunch of required custom fields that facilities would need to fill out (coincidentily, ticket types could be linked to the flow suggestion above - meaning a build type ticket would automatically go into the "build" flow) - and at the same time, a ticket for someone needing a machine physically power cycled could submit a trouble ticket to the facilities queue - and that ticket, since it's not a build type ticket but a trouble ticket, would have none of the custom fields that the build type had.
> 
> So, my RFE is for a flow modelling ability along with a ticket type attribute that triggers various custom fields and links with flow types.
> 
> Im sure like I said in the first suggestion, these sorts of things
> can be manually done, and certain things may have been suggested in various forms in the past, so I apologize if this is redundant, mainly, I just want to automate a lot of what is done manually today, and offer
> uses a lot of "bang for their buck" so to speak with this change, offering a lot of flexibility to an already great tool.
> 
> Apologize also if this was the wrong place to suggest this to.
> 
> Thanks,
> Sean
> 

Sean,

You may want to look at the RT-workflows module. I am not certain of the exact
spelling but you can find it discussed in the archives. It allows you to set up
these types of workflows.

Cheers,
Ken
> 
>       
> 
> _______________________________________________
> 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
>