Hidden Ticket Dependants

Our current work-flow policy requires four people to be involved in
resolving most customer software/data change requests. One of the
company partners to approve the request, one person to do the
development, one to do the testing and another to push it into
production.

I’m attempting to create this same work-flow in RT but running into some
issues in doing so. First, I tried to do it with a custom field with
values for each step; but we have a couple developers who have caused
the company partners to request that a ticket can not be resolved until
each step is completed. I then attempted to spawn a separate dependant
ticket on create; but this has caused issues with the testing department
or sys admins wanting to only see tickets that are ready to be tested or
pushed. My next idea is to create a queue no one can see, and wait for
the custom field to change to a given value then have the tickets move
from that queue to the queues people can see, but this seems messy to
me. Also, I have a feeling the developers aren’t going to want to see a
status of (Pending 2 other tickets) on all of their tickets.

Has anyone else solved this type of problem, if so what how did you go
about doing it?

Thanks in advance,

Jeremy

Jeremy,

We do that. We have a Custom Field we use to mark the progress, 

another for the name of the person responsible to do the QA test (they
get an email automatically when the work is ready for that test),
another CF for the date the work was completed, another for the name of
the person responsible for migrating the work into production, and
finally, one to mark the date the QA test results were approved.
Obviously, we do this with some scrips. If you’re interested inour
workflow, let me know and I’ll send you a copy of the code and the
documentation.
I’m headed to a meeting at the moment, but I’ll get back to you when
I can, probably tomorrow.

Kenn
LBNLOn 6/8/2009 1:02 PM, Jeremy Winder wrote:

Our current work-flow policy requires four people to be involved in
resolving most customer software/data change requests. One of the
company partners to approve the request, one person to do the
development, one to do the testing and another to push it into
production.

I’m attempting to create this same work-flow in RT but running into some
issues in doing so. First, I tried to do it with a custom field with
values for each step; but we have a couple developers who have caused
the company partners to request that a ticket can not be resolved until
each step is completed. I then attempted to spawn a separate dependant
ticket on create; but this has caused issues with the testing department
or sys admins wanting to only see tickets that are ready to be tested or
pushed. My next idea is to create a queue no one can see, and wait for
the custom field to change to a given value then have the tickets move
from that queue to the queues people can see, but this seems messy to
me. Also, I have a feeling the developers aren’t going to want to see a
status of (Pending 2 other tickets) on all of their tickets.

Has anyone else solved this type of problem, if so what how did you go
about doing it?

Thanks in advance,

Jeremy


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