[rt-users] Child or nested queues

[Kenneth Crocker]

Yan,

You can do this a couple of ways. You already have an Invoice queue that
acts as the residence of child tickets that are invoices for work orders.

So you can do the same kind of thing in this case.

You can also have a Queue-specific scrip that evaluates a Custom Field
(where a value or two corresponds to the* child* Queue you want the child
ticket to be in) and based on that value(s) move the ticket into that
respective Queue.

You could create those Queues and the scrips in a day if you have the
Custom Fields/values defined.

Kenn

On Fri, Jan 20, 2012 at 11:39 AM, Kevin Falcone
<falcone at bestpractical.com>wrote:

> On Fri, Jan 20, 2012 at 11:30:12AM -0800, Yan Seiner wrote:
> >
> > On Fri, January 20, 2012 11:08 am, ktm at rice.edu wrote:
> >
> > > I do not think that nested queues are supported. One way to handle it
> > > would
> > > be to have a base X, Y, and Z queues with a custom field defined to
> > > partition
> > > the tickets. Then use saved searches and dashboards to give you an
> > > effective
> > > view as if you had child queues.
> >
> > That's one fallback.  I'd have to figure out how to do ACLs based on
> > custom fields.  Each "partition" would have to have an ACL so that, for
> > example, the contractor cannot see the discussions between the design
> team
> > and the owner.
>
> You can't do ACLs on Custom Fields.
>
> > Another fallback is to have an X queue, and then an RFI queue.  Each RFI
> > would be a child ticket of a ticket in the X queue.  Again, ACL is a
> > concern.
>
> Just assign ACLs on Roles, not Groups / Queue and you'll be fine.
>
>
> -kevin
>
> > Lastly, I could just brute force it and create an X queue, an X-RFI
> queue,
> > and so on.  That would solve the ACL problem but it would create an awful
> > lot of queues.  A hierarchy of queues would let me make it more
> > manageable.
> >
> > I realize that RT was not really designed to be a construction project
> > management software package like Constructware, but CW has so many
> > drawbacks that it makes RT a good alternative.
>
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