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

Kenneth Crocker kfcrocker at lbl.gov
Mon Aug 2 17:42:25 EDT 2010


Will there ever be a time you create a "DependsOn" ticket that you do
*NOT*want to be in L2 Queue?


On Mon, Aug 2, 2010 at 1:15 PM, Andrea Perotti <aperotti at cutaway.it> wrote:

> Il 02/08/2010 19:26, Kenneth Crocker ha scritto:
> > If I understand you correctly, you want to be able to create a
> > "DependsOn" link/ticket in another Queue from the L1 Queue?
> Thank you for your reply.
> I'm already able to manually create linked ticket from one queue to
> another, the problem is that I cannot copy the CF values from one to the
> other one: the only way to have this behaviour is to create the
> dependency in the same queue.
> My goal is to do this in a semi automatic way.
> I need to be able to create a new ticket, in the Queue L2, with the same
> custom fields taken from a ticket from L1 Queue and with a relation of
> dependency. Perfect would be to let the user who manage in L1 the ticket
> to add a comment or a message in the new ticket, but I could manage the
> passage in other ways (maybe taking the last message or comment from the
> L1 ticket.
> I hope this have clarified the situation.
> cheers
> --
> Andrea Perotti
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
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