Another Ticket Status

We operate our NOC almost entirely vi RT. That is, rather than calling,
when one of our customers has an issue, they open a ticket which gets routed
internally to an engineer.

What I would like to do is, when that engineer finishes the ticket, he
should assign it back to the requestor with a status of ‘closed’…not
’resolved’. The customer then has the ability to change status to resolved
only when the issue is truly resolved to their satisfaction.

Is there a way to add another status to the system? Is there a workaround
which others have found helpful?

Thanks.

Andrew Melton

Andrew Melton wrote:

Is there a way to add another status to the system? Is there a workaround
which others have found helpful?

been thinking about it myself, your email helped motivate me to go looking.

Seems the status is defined in the perl library and not in the SQL. So
adding a new status will involve touched a fair amount of perl.

To get started look at RT/Queue_Overlay.pm, look for @STATUS.

Is there a way to add another status to the system? Is there a workaround
which others have found helpful?

been thinking about it myself, your email helped motivate me to go looking.

Seems the status is defined in the perl library and not in the SQL. So
adding a new status will involve touched a fair amount of perl.

Adding a single new status is really a matter of adding a single entry
to the @STATUS array mentioned below, but there is code inside RT that
performs different actions based on individual statuses. Instead, I’d
recommend using a custom field.

To get started look at RT/Queue_Overlay.pm, look for @STATUS.


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