(noob question)
So I see there are some discussions about something called “child
tickets”. From what I believe this means, this would be something
quite useful for us.
So how do I create a ticket that is a child of another ticket?
Using RT 3.8.8
Chris Barnes AOL IM: CNBarnes
chris-barnes@tamu.edu Yahoo IM: chrisnbarnes
Computer Systems Manager MSN IM: chris@txbarnes.com
Department of Physics ph: 979-845-1379
Texas A&M University fax: 979-845-2590
(noob question)
So I see there are some discussions about something called “child
tickets”. From what I believe this means, this would be something
quite useful for us.
So how do I create a ticket that is a child of another ticket?
Using RT 3.8.8
Child ticket is a just a ticket that as a “Link” to another ticket. You
can quickly create one with the following method:
- display a ticket
- in the box on bottom right of ticket metadata, with the title “Links”,
click on “add” link in front of either “Depends on”, “Child” or
“Refers to”. The kind of link type choice depends of your needs.
more details here: http://requesttracker.wikia.com/wiki/Relationships
- display a ticket
- in the box on bottom right of ticket metadata, with the title “Links”,
click on “add” link in front of either “Depends on”, “Child” or
“Refers to”. The kind of link type choice depends of your needs.
more details here: http://requesttracker.wikia.com/wiki/Relationships
Excellent. I was able to follow this and make one ticket a child of
another one.
But how do I SEE the relationships (such as when clicking on “home” or a
particular Queue in the Quick Search)? After all, having relationships
is good, but it’s not terribly useful unless the people dealing with the
tickets can see those relationships.
Chris Barnes AOL IM: CNBarnes
chris-barnes@tamu.edu Yahoo IM: chrisnbarnes
Computer Systems Manager MSN IM: chris@txbarnes.com
Department of Physics ph: 979-845-1379
Texas A&M University fax: 979-845-2590
Chris,
If you are on 3.8.X you can see those relationships in the “Links” box of a
ticket and further, the “Graph” function within said box.
You can also write a search to list such relationships and dependencies and
put that search on your home page or a dashboard.
Kenn
LBNLOn Wed, Jan 26, 2011 at 2:15 PM, Chris Barnes chris-barnes@tamu.edu wrote:
On 1/26/2011 10:18 AM, Emmanuel Lacour wrote:
- display a ticket
- in the box on bottom right of ticket metadata, with the title “Links”,
click on “add” link in front of either “Depends on”, “Child” or
“Refers to”. The kind of link type choice depends of your needs.
more details here: http://requesttracker.wikia.com/wiki/Relationships
Excellent. I was able to follow this and make one ticket a child of
another one.
But how do I SEE the relationships (such as when clicking on “home” or a
particular Queue in the Quick Search)? After all, having relationships is
good, but it’s not terribly useful unless the people dealing with the
tickets can see those relationships.
–
Chris Barnes AOL IM: CNBarnes
chris-barnes@tamu.edu Yahoo IM: chrisnbarnes
Computer Systems Manager MSN IM: chris@txbarnes.com
Department of Physics ph: 979-845-1379
Texas A&M University fax: 979-845-2590
Chris,
If you are on 3.8.X you can see those relationships in the “Links” box
of a ticket and further, the “Graph” function within said box.
You can also write a search to list such relationships and dependencies
and put that search on your home page or a dashboard.
In the vein of “one question leads to the next”:
I see how to write searches. But how do I make that search my ‘home page’?
Chris Barnes AOL IM: CNBarnes
chris-barnes@tamu.edu Yahoo IM: chrisnbarnes
Computer Systems Manager MSN IM: chris@txbarnes.com
Department of Physics ph: 979-845-1379
Texas A&M University fax: 979-845-2590
Chris,
Once you have created and search and you like the results, you can save it
as a “private” search in “My Saved Searches” or save it for group access for
any group you are a member of.
On the right side in the middle of a search page there is a box titled
“Saved Searches”. Check it out.
Once you have saved a search, it is available for selection on your home
page when you edit your home page.
Kenn
LBNLOn Wed, Jan 26, 2011 at 2:59 PM, Chris Barnes chris-barnes@tamu.edu wrote:
On 1/26/2011 4:21 PM, Kenneth Crocker wrote:
Chris,
If you are on 3.8.X you can see those relationships in the “Links” box
of a ticket and further, the “Graph” function within said box.
You can also write a search to list such relationships and dependencies
and put that search on your home page or a dashboard.
In the vein of “one question leads to the next”:
I see how to write searches. But how do I make that search my ‘home page’?
–
Chris Barnes AOL IM: CNBarnes
chris-barnes@tamu.edu Yahoo IM: chrisnbarnes
Computer Systems Manager MSN IM: chris@txbarnes.com
Department of Physics ph: 979-845-1379
Texas A&M University fax: 979-845-2590