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
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.
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
Hi Ruslan,
Thanks for the lead, will *definitely look into the suggestions.
Rgds
DinOn Fri, Oct 8, 2010 at 9:07 PM, Ruslan Zakirov ruz@bestpractical.comwrote:
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@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