[rt-users] How to Manage a First plus Second Level Support Configuration

Kenneth Crocker kfcrocker at lbl.gov
Mon Aug 2 13:26:46 EDT 2010


If I understand you correctly, you want to be able to create a "DependsOn"
link/ticket in another Queue from the L1 Queue?

If so, you would need to make sure your "*Set($StrictLinkACL, 0);" *is set
to ‘0’ so RT will allow links to other Queues. Of course, you also have to
make sure that the *group creating these tickets* also have
*in that Queue*.

That should do it. Hope this helps.


On Mon, Aug 2, 2010 at 8:41 AM, Andrea Perotti <aperotti at cutaway.it> wrote:

> Hi,
>        I've been asked to configure our RT (RT 3.8.2, migration to 3.8.8
> planned during August, Mod_Perl, MySQL 5.0) to support a new process.
> The request is to have 2 queues with equal CF : the first one is public
> and everyone write in there via mail. Then some Privileged users take
> those tickets, fill CF and try to solve them.
> If 1 Level isn't able to solve, from a logical point of view, the ticket
> has to be passed to queue "2 Level".
> The request is that the first ticket [#01] will remain in the L1 queue,
> but will be created a new ticket [#02] in queue L2, with at least the
> following values :
> * sender
> * CF
> taken from the old ticket. #2 have to be signed as a depedency
> for #1 so it cannot be closed without L2 really close the derived ticket.
> A mechanism similar to the one activated in the Display page when you
> click on the Create link in the Links (green) section will be fine :
> https://rt.buh/Ticket/Create.html?Queue=67&CloneTicket=11152&DependsOn-new=11152
> BUT the new ticket should be created in the L2 queues: from the Create
> page it's not possible to change the queue where you're going to create it.
> I've noticed that some parameters are passed, so I guess it would be
> enough to set the Queue value to L2 and I would be happy.
> I thought to add a flag CF: once checked the create page with clone
> ticket and all the other parameters populated, but how can I recall the
> link to the Create page populated with those parameters in a workflow -
> with scrips?
> I'm a little bit stuck in how to solve it.
> Have you already solved similar situations?
> How would you solve it?
> If anything isn't clear to you please ask.
> Any hint will be well accepted
> thank you!
> --
> Andrea Perotti
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
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