[rt-users] Automatic multiple child ticket

[Lanang Sejagat]

Hi Ruslan,

Thanks for the lead, will *definitely look into the suggestions.

Rgds
Din

*
On Fri, Oct 8, 2010 at 9:07 PM, Ruslan Zakirov <ruz at bestpractical.com>wrote:

> Hi.
>
> For this you usually use scrips. You need custom condition and custom
> action. Check out snippets on the wiki.
>
> RT has only resolved status by default and no closed. Here you can either
> add a new status or use different linking schema.
>
> On status. You add active status fixed and use it to indicate that problem
> with trunk is fixed, but there are still active dependants. You can not use
> inactive status and depends on linking. RT wouldn't allow you to resolve top
> ticket unless all bottom are resolved.
>
> You can use parent/child linking and resolve parent at any time.
>
> Instead of making first ticket as top most you can create a ticket above it
> to be parent of all these new circuit tickets.
>
> Regards, Ruslan. From phone.
> 2010 10 7 23:39 пользователь "Lanang Sejagat" <lanang.sejagat at gmail.com>
> написал:
>
> > Hi guys,
> >
> > I've been asked to setup rt for a POC (proof of concept). I'm totally new
> to
> > rt and perl, but managed to installed rt 3.8.8 and some of it
> > extension. For the POC the main concern is the ability to automatically
> > create multiple child ticket when a custom field is selected in a ticket.
> > The custom field data and how many child ticket will be generated is
> taken
> > from an external database. I know this can be done, as I saw some
> > example from the mailing list, but this not a concern at the moment,
> maybe I
> > ask for help later.
> >
> > For now, I just created the custom field with a few example value, and
> when
> > this value is selected, it will generated a pre-determined child
> > ticket said that 3 - 5 child ticket.For example in the custom field data
> I
> > have trunk 1, trunk 2 and trunk 3, and when a ticket is created with
> > the custom field value trunk 1, it will automatically generated 3 child
> > ticket , circuit 1, circuit 2, and circuit 3, trunk 2 will generated 5
> child
> > ticket and trunk 3 will generated 7 child ticket. Is there an example for
> > this ?
> >
> > One other thing, for the above, can the the parent ticket be resolved
> > without being closed until all the child ticket has been closed ?
> > Basically this is for a telco company, They have fibre trunks where there
> is
> > a lot of circuit in it. If the fibre trunk has problem than
> > all the circuit in the particular trunk will also have problem, so when
> they
> > created a ticket for the trunk, it will automatically created
> > child ticket for all the circuit in the trunk, the trunk problem can be
> > resolved or identitfy faster, but cannot be closed until all the
> > child ticket has been resolved or closed. The child ticket has to
> resolved /
> > closed one by one.
> >
> > I hv created a combo box custom field with trunk 1,2 and 3 for the value,
> in
> > the general queue, but that as far as I get, could anybody
> > help ?
> >
> > Regards
> > Din
> > Magnifix Sdn Bhd
>
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