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

[Rob Moerman]

I attempted to install the plugin to our RTIR environment and found the same condition as you report below.

We do use this plugin within our RT 4.2.5 environment, which we've customized in support of incident management.

From: pj loh [mailto:optimints at gmail.com]
Sent: Thursday, July 10, 2014 11:48 PM
To: Rob Moerman
Cc: rtir at lists.bestpractical.com
Subject: Re: [Rtir] RTIR - going beyond incidents, incident reports, investigations, blocks

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<mailto: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:


[cid:image001.jpg at 01CF9CD8.E2275050]

Rob


From: rtir [mailto:rtir-bounces at lists.bestpractical.com<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<mailto: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





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