Is it possible to have child or nested queues?
We are tracking some large projects and it would be helpful to have nested
queues where each major queue would have several child queues?
For example, we have capital construction projects X, Y, and Z. Each of
these ideally would have sub-queues called RFI, Submittal, ChangeOrder,
etc. - but the RFI queue for project X would have nothing in common with
the RFI queue for project Y. Each would have its own permissions, teams,
etc.
Is such a thing possible?
On two occasions I have been asked,—“Pray, Mr. Babbage, if you put into
the machine wrong figures, will the right answers come out?” … I am not
able rightly to apprehend the kind of confusion of ideas that could
provoke such a question.
—Charles Babbage, Inventor of the computer, 1864
Is it possible to have child or nested queues?
We are tracking some large projects and it would be helpful to have nested
queues where each major queue would have several child queues?
For example, we have capital construction projects X, Y, and Z. Each of
these ideally would have sub-queues called RFI, Submittal, ChangeOrder,
etc. - but the RFI queue for project X would have nothing in common with
the RFI queue for project Y. Each would have its own permissions, teams,
etc.
Is such a thing possible?
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.
Regards,
Ken
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.
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.
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.
On two occasions I have been asked,—“Pray, Mr. Babbage, if you put into
the machine wrong figures, will the right answers come out?” … I am not
able rightly to apprehend the kind of confusion of ideas that could
provoke such a question.
—Charles Babbage, Inventor of the computer, 1864
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
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.
KennOn Fri, Jan 20, 2012 at 11:39 AM, Kevin Falcone falcone@bestpractical.comwrote:
On Fri, Jan 20, 2012 at 11:30:12AM -0800, Yan Seiner wrote:
On Fri, January 20, 2012 11:08 am, ktm@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.
RT Training Sessions (http://bestpractical.com/services/training.html)
- Boston — March 5 & 6, 2012