[rt-users] Using queues as state? (and per-queue menu customisation?)

[Kenneth Crocker]

Howard,

We have a specific WorkFlow that involves some automatic processes
(automatically promoting Status and sending notifications) based on a
combination of values in the Status field (and some Custom Fields) and we
had to add a couple Status values (for staging QA testing) to accomplish
this. I also helped someone else do this via different Queues with scrips
that automatically sent the ticket to a new Queue based on the values in
Status and some Custom Fields. So, there are a couple ways to do this. To
decide exactly how, would depend on what your workflow looks like, the types
of restrictions and a few other variables like who does what when and then
what (plus any exceptions to the rules). It really is important that you
work out (analyze/flowchart) the details of what you're looking for. It's
always easier to code decisions and procedures that are already worked out.

Hope this helps.

Kenn
LBNL

On Mon, Jul 26, 2010 at 2:30 AM, Howard Jones <howie at thingy.com> wrote:

>  I've managed to get stuck with looking at emulating an existing Tivoli
> TSRM process with RT. It's a somewhat complex workflow for change
> management, where a request goes through a series of states, and in each
> state there are different restrictions on what can happen, and who can
> do it.
>
> I'm thinking that an RT queue for each state is probably the way to do
> this, with appropriate group permissions on each queue. Then some kind
> of menu customisation for the actions, that push tickets into other queues.
>
> Is there an existing way (other than a giant case statement type of
> thing in /Callbacks/Ticket/Elements/Tabs) to do per-queue customisation
> like this?
>
> Has anyone else done this kind of thing? I'm torn between trying to
> follow the existing stuff slavishly, and getting the actual process
> simplified instead :-)
>
> Thanks for any illumination...
>
> Howie
>
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