[rt-users] Workflow and ticket/task visibility

[Forrest Aldrich]

One problem I frequently run into while using RT is the issue of 
"workflow".   There are "priority" levels, but when you have a task that 
has multiple people involved, it would be useful to have multiple ticket 
owners where when one task is completed, it's automatically punted to 
the next person to complete (the key being visibility).

Yes, you can just re-assign the ticket - but sometimes that's not 
politically pleasant (office politics).

A generic example:  I'm asked to upgrade a server software component 
(product) that is used internally for which I have no other involvement; 
dev people are responsible for testing and Q/A of the install.   I get a 
ticket to perform the update, I report this update as being completed, 
but never receive a response or approval that they found the work 
acceptable.  So, I just close the ticket.

This creates several problems, some of which are connected to the 
absence of a workflow process.

Anyway, I wonder how others in differently-sized organizations handle 
this type of issue within the RT framework.

We are now testing a 'kanban' system internally, to see if that will 
help with some of these processes.



Thanks...