Extension to allow queue change on creating child ticket

RT Users
1

Greetings all,

I searched for an answer to this, but couldn’t come up with anything
relevant.

Is there an extension out there, or has someone customized their rt to
allow you to pick the queue a child ticket gets created in? So we don’t
have to do a multi-step process to have children tickets on a parent that
are in a different queue?

Would there be some sort of scrip I could make to do this if there isn’t an
extension or customization?

Any insight on this would be appreciated.

Thanks!
Mike.

Mike Johnson
Datatel Programmer/Analyst
Northern Ontario School of Medicine
955 Oliver Road
Thunder Bay, ON P7B 5E1
Phone: (807) 766-7331
Email: mike.johnson@nosm.ca

2

If I understand well, then you didn’t search very well: this extension is listed in bestpractical’s website!
http://bestpractical.com/rt/extensions.html

BTW, there is something I don’t quite understand about this extension, and I’m gonna ask.
The fact is that the child ticket created by the extension does not contain any text of the original request, which doesn’t seem very nice to me…
Maybe the idea is to avoid duplicating something memory-expensive as the content of a request. Nevertheless it takes much more for the AdminCC of the new queue to read the request, as he/she has to do more clicks (“links”, “parent”).
Anyone who noticed this behaviour and improved it?
I haven’t gone deep on this yet, as I’m on configuring/customizing SLA extension right now

Thanks

Inizio: rt-users-bounces@lists.bestpractical.com [rt-users-bounces@lists.bestpractical.com] per conto di Mike Johnson [mike.johnson@nosm.ca]
Inviato: martedì 12 giugno 2012 22.38
Fine: rt-users@lists.bestpractical.com
Oggetto: [rt-users] Extension to allow queue change on creating child ticket

Greetings all,

I searched for an answer to this, but couldn’t come up with anything relevant.

Is there an extension out there, or has someone customized their rt to allow you to pick the queue a child ticket gets created in? So we don’t have to do a multi-step process to have children tickets on a parent that are in a different queue?

Would there be some sort of scrip I could make to do this if there isn’t an extension or customization?

Any insight on this would be appreciated.

Thanks!
Mike.

Mike Johnson
Datatel Programmer/Analyst
Northern Ontario School of Medicine
955 Oliver Road
Thunder Bay, ON P7B 5E1
Phone: (807) 766-7331
Email: mike.johnson@nosm.camailto:mike.johnson@nosm.ca

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3

Greetings all,

I searched for an answer to this, but couldn’t come up with anything
relevant.

Is there an extension out there, or has someone customized their rt
to allow you to pick the queue a child ticket gets created in? So we
don’t have to do a multi-step process to have children tickets on a
parent that are in a different queue?

Would there be some sort of scrip I could make to do this if there
isn’t an extension or customization?

Any insight on this would be appreciated.

Thanks! Mike.

– Mike Johnson Datatel Programmer/Analyst Northern Ontario School of
Medicine 955 Oliver Road Thunder Bay, ON P7B 5E1 Phone: (807)

Attached a patch with a not perfect but working solution.

-Chris

Create.html.patch (1.53 KB)

4

If I understand well, then you didn’t search very well: this extension is listed in
bestpractical’s website!
[1]Request Tracker... So much more than a help desk — Best Practical Solutions

[2]RT::Extension::SpawnLinkedTicketInQueue - quickly spawn linked tickets in different queues - metacpan.org

BTW, there is something I don’t quite understand about this extension, and I’m gonna ask.
The fact is that the child ticket created by the extension does not contain any text of the
original request, which doesn’t seem very nice to me…
Maybe the idea is to avoid duplicating something memory-expensive as the content of a request.
Nevertheless it takes much more for the AdminCC of the new queue to read the request, as
he/she has to do more clicks (“links”, “parent”).
Anyone who noticed this behaviour and improved it?
I haven’t gone deep on this yet, as I’m on configuring/customizing SLA extension right now

There are other extensions that clone the ticket, or clone
transactions on a ticket. SpawnLinkedTicketInQueue wasn’t designed to
copy content, it was designed to solve a problem we have - trivially
make a related ticket in another Queue to help the person who has to
set up linked tickets at the start of a project.

Something like RT::Extension::CloneTicket::WithData or one of the
similar modules available may do what you want.

-kevin