[Rtir] RTIR - going beyond incidents, incident reports, investigations, blocks

[pj loh]

Hi Rob,

Thanks for the reply. I've installed the plugin, and restarted the server,
but nothing seems to have changed. Not sure if it's because I'm using RT-IR
plugin, which has something that overrides what this plugin does.

I've attached a screenshot showing what I have after installing in the
plugin.

Any idea what went wrong?

Thanks,
PJ



On 10 July 2014 23:32, Rob Moerman <Rob.Moerman at rci.rogers.com> wrote:

>  PJ, I did much the same in our RT environment using the "spawn ticket in
> queue" extension.
>
>
>
> In our case, I wanted to be able to create Deficient Reports via Post
> Incident Review Items, and create separate, trackable action items for
> deficiency remediation.  So, I applied the created a queue (with an
> associated workflow) for PIR Items, and use the extension to create linked
> tickets in the PIR Items queue from the Incident Links view.
>
>
>
>
> http://search.cpan.org/dist/RT-Extension-SpawnLinkedTicketInQueue/lib/RT/Extension/SpawnLinkedTicketInQueue.pm
>
>
>
> See the output in the screenshot below.  Note there's a ton of other
> customization here, but pay attention to the Links view at the bottom
> right:
>
>
>
>
>
>
>
> Rob
>
>
>
>
>
> *From:* rtir [mailto:rtir-bounces at lists.bestpractical.com] *On Behalf Of *pj
> loh
> *Sent:* Wednesday, July 09, 2014 11:21 PM
> *To:* rtir at lists.bestpractical.com
> *Subject:* [Rtir] RTIR - going beyond incidents, incident reports,
> investigations, blocks
>
>
>
> Hi all,
>
>
>
> This is my second post. I've been exploring RT/ RTIR for the past 1 or 2
> months, trying to determine how it can be customised to fit our workflow.
> Conditions, scrips, and templates are great for building in much
> customisation and they have been helpful in my quest.
>
>
>
> Now, I have a problem to which I've not been able to identify a suitable
> solution.
>
>
>
> In our workflow, we normally generate reports at the end of an incident to
> document findings and recommendations etc. Reports will go through
> revisions and management approvals, so I've been thinking how to fit this
> into RT/ RTIR. One idea I've been thinking about over the past few days is
> to create a new queue and associated lifecycle, say called Reports, use the
> ___Approvals queue for the approval workflow. However, I've no idea how I
> can allow one to associate the tickets in this new Reports queue to an
> Incident ticket like how Incident reports, Investigations and Blocks are
> associated with Incidents. Also, how is it possible to allow one to create
> a Reports ticket from the Incident display view, just like what we can do
> for Investigations, Blocks, etc. Is it possible to do something like this
> without having to go into the internals of RT/ RTIR?
>
>
>
> Another alternative is to just build on the Blocks ticket, which I've
> managed to build an Approval workflow around it (every block ticket
> generates an Approvals ticket which needs to be approved before the Block
> ticket is allowed to proceed). Not ideal and most elegant but I think it
> should work.
>
>
>
> If someone can point me in the right direction, I thank you in advance.
>
>
>
> PJ
>
>
>
>
>
>
>
>
> ------------------------------
> This communication is confidential. We only send and receive email on the
> basis of the terms set out at www.rogers.com/web/content/emailnotice
>
>
>
> Ce message est confidentiel. Notre transmission et réception de courriels
> se fait strictement suivant les modalités énoncées dans l'avis publié à www.rogers.com/aviscourriel
>
> ------------------------------
>
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rtir/attachments/20140711/7db58926/attachment-0001.html>
-------------- next part --------------
A non-text attachment was scrubbed...
Name: image001.jpg
Type: image/jpeg
Size: 50534 bytes
Desc: not available
URL: <http://lists.bestpractical.com/pipermail/rtir/attachments/20140711/7db58926/attachment-0001.jpg>
-------------- next part --------------
A non-text attachment was scrubbed...
Name: Screen Shot 2014-07-11 at 11.43.30 am.png
Type: image/png
Size: 166344 bytes
Desc: not available
URL: <http://lists.bestpractical.com/pipermail/rtir/attachments/20140711/7db58926/attachment-0001.png>