Dependencies, Status and visibility


#1

Hi

I want to make it easy to pick out the tickets which are in
workable on more easily as many of our tickets are stalled
waiting other tickets, among other things (such as more
correspondence, or an customer appointment).

In some cases this is captured by making a ticket is dependent
on a different ticket. Has any written any scrips which
auto-stall tickets which have resovled dependencies and
the unstall when all the deps are resovled.

Or does someone have a better way of achiveing this?

TTFN
Roger. Home| http://www.sandman.uklinux.net/
Master of Peng Shui. (Ancient oriental art of Penguin Arranging)
Work|Independent Sys Consultant | http://www.computer-surgery.co.uk/
New key Fpr: 72AF 0ACC 9A53 E59F B1B6 DC14 1983 A13E 5C3D 3CEB

signature.asc (189 Bytes)


#2

There are two scrips I know about on the wiki which can help start
with your automation:
http://wiki.bestpractical.com/view/OpenDependantsOnResolve
http://wiki.bestpractical.com/view/OpenTicketOnAllMemberResolve

Actually there are more variants described. You can choose to open
ticket or add comment, the latter is more interesting usually. Use
comments and you know what happens actually. When ticket is just
opened you don’t know why may be it was just a reply from the
requestors that auto-opened tickets.

Also, this two scrips have different strategies. One fires action when
any ticket is inactive, another checks all tickets.On Mon, Jun 23, 2008 at 2:11 PM, Roger Gammans roger@computer-surgery.co.uk wrote:

Hi

I want to make it easy to pick out the tickets which are in
workable on more easily as many of our tickets are stalled
waiting other tickets, among other things (such as more
correspondence, or an customer appointment).

In some cases this is captured by making a ticket is dependent
on a different ticket. Has any written any scrips which
auto-stall tickets which have resovled dependencies and
the unstall when all the deps are resovled.

Or does someone have a better way of achiveing this?

TTFN

Roger. Home| http://www.sandman.uklinux.net/
Master of Peng Shui. (Ancient oriental art of Penguin Arranging)
Work|Independent Sys Consultant | http://www.computer-surgery.co.uk/
New key Fpr: 72AF 0ACC 9A53 E59F B1B6 DC14 1983 A13E 5C3D 3CEB

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#3

There are two scrips I know about on the wiki which can help start
with your automation:
http://wiki.bestpractical.com/view/OpenDependantsOnResolve
http://wiki.bestpractical.com/view/OpenTicketOnAllMemberResolve

Excellent.

That look like a perfect place to start from.

Cheers,
Roger. Home| http://www.sandman.uklinux.net/
Master of Peng Shui. (Ancient oriental art of Penguin Arranging)
Work|Independent Sys Consultant | http://www.computer-surgery.co.uk/
New key Fpr: 72AF 0ACC 9A53 E59F B1B6 DC14 1983 A13E 5C3D 3CEB

signature.asc (189 Bytes)


#4

Hi

I want to make it easy to pick out the tickets which are in
workable on more easily as many of our tickets are stalled
waiting other tickets, among other things (such as more
correspondence, or an customer appointment).

In some cases this is captured by making a ticket is dependent
on a different ticket. Has any written any scrips which
auto-stall tickets which have resovled dependencies and
the unstall when all the deps are resovled.

Or does someone have a better way of achiveing this?

TTFN

When a ticket is awaiting a reply or has no further action from us, we
set it to stalled. If such a ticket is waiting on another ticket, we
add the appropriate dependency.

We have a scrip that activates when a ticket is resolved that opens
any of its stalled dependencies and we use rt-crontool to
automatically open any stalled tickets which haven’t been updated for
1 week. This helps us to follow up on tickets which were stalled
waiting customers to get back to us.

There’s other simple things like using a custom searches to exclude
tickets other than ‘new’ or ‘open’ so we get to focus only on tickets
that are actionable, and having custom colours highlight tickets with
different statuses so we can easily pick out the ‘new’ tickets.

Hope this helps.

ps. The only thing we haven’t solved so far is that our rt-crontool
search excludes tickets with dependencies, because we don’t want to re-
open or follow up on tickets that are still waiting on other tickets.
This works well, except that TicketSQL doesn’t seem to be able to
distinguish between resolved and unresolved dependencies, so stalled
tickets with resolved dependencies get missed and unactioned! I figure
I’ll have to write a custom RT::Search module to fix this.


#5

[snip]

ps. The only thing we haven’t solved so far is that our rt-crontool
search excludes tickets with dependencies, because we don’t want to re-
open or follow up on tickets that are still waiting on other tickets.
This works well, except that TicketSQL doesn’t seem to be able to
distinguish between resolved and unresolved dependencies, so stalled
tickets with resolved dependencies get missed and unactioned! I figure
I’ll have to write a custom RT::Search module to fix this.
that’s right, either new search or new additions to TicketSQL.


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Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

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Buy a copy at http://rtbook.bestpractical.com

Best regards, Ruslan.