How to add ability to escalate to another queue


#1

Has anyone done this? We have this requirement in our workflow.


#2

Slamp,

We have a workflow process that does this based on an added 'Ticket 

Status’ value. We added “pending rv” and “rq approvd” as active
statuses. When a ticket has passed review from the Queue we use for
approvals, the ticket owner clicks the “Approve” option (we added it to
the Tabs when in a ticket page), the Ticket Status is change to “rq
approved” and another scrip (just for that ‘Request Approvals’ queue) is
activated and it moves the ticket to the appropriate ‘Support Queue’
(determined by a CF that indicates which organization sent the ticket)
and automatically changes the ticket owner to ‘Nobody’ and notifies the
queue Admin of the new queue that they got a new ticket. Would that be
something like what you are talking about?

Kenn
LBNLOn 6/23/2008 6:50 AM, slamp slamp wrote:

Has anyone done this? We have this requirement in our workflow.


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#3

Has anyone done this? We have this requirement in our workflow.

I’m just about to implement this on our dev environment.

We are planning on adding a button marked ‘Escalate’ which will create
a new ticket in the next Queue and add it as a dependency of the
original ticket. There has been endless debate internally over whether
the ticket should be moved or a new linked ticket created.


#4

I have put together the following using resources already on the web.
Can anyone help fix the code? Basically I want to change the queue
when a user changes the CF value to Yes and while doing that add the
user as a Cc and set the owner to Nobody. So the change queue code
works, but then the user no longer has permission to view/reply to the
ticket.

Conditon: User Defined
Action: User Defined
Template: blank
State TransactionCreate

Custom condition:
return 1 unless ($self->TicketObj->FirstCustomFieldValue(‘Escalate’) =~ /Yes/i);

Custom action prep code:
#Change ticket’s queue with target queue name
my $TargetQueueName = ‘MyQueue’;
my $TicketObj = $self->TicketObj;
my $Actor = $self->TransactionObj->CreatorObj->Id;
my ($status, $msg) = $TicketObj->SetQueue( $TargetQueueName );
unless( $status ) {
die “Error: $msg”;
}
my ($status, $msg) = $self->TicketObj->AddWatcher(
Type => “Cc”,
PrincipalId => $Actor
);

Jun 24 11:24:29 rt RT: Scrip 65 Prepare failed: Error: That is the
same value at (eval 10120) line 7. Stack: [(eval 10120):7]
[/opt/rt3/lib/RT/ScripAction_Overlay.pm:234]
[/opt/rt3/lib/RT/Scrip_Overlay.pm:478]
[/opt/rt3/lib/RT/Scrips_Overlay.pm:239]
[/opt/rt3/lib/RT/Transaction_Overlay.pm:173]
[/opt/rt3/lib/RT/Record.pm:1466]
[/opt/rt3/lib/RT/Ticket_Overlay.pm:3554]
[/opt/rt3/lib/RT/Ticket_Overlay.pm:2024] [(eval 10101):5]
[/opt/rt3/lib/RT/ScripAction_Overlay.pm:234]
[/opt/rt3/lib/RT/Scrip_Overlay.pm:478]
[/opt/rt3/lib/RT/Scrips_Overlay.pm:239]
[/opt/rt3/lib/RT/Transaction_Overlay.pm:173]
[/opt/rt3/lib/RT/Record.pm:1466] [/opt/rt3/lib/RT/Record.pm:1696]
[/opt/rt3/lib/RT/Record.pm:1599]
[/opt/rt3/lib/RT/Interface/Web.pm:1342]
[/opt/rt3/lib/RT/Interface/Web.pm:1249]
[/opt/rt3/share/html/Ticket/Modify.html:73]
[/opt/rt3/share/html/autohandler:291]
(/opt/rt3/lib/RT/Action/UserDefined.pm:67)
Jun 24 11:24:29 rt RT: WebRT: No permission to view ticket ()
(/opt/rt3/share/html/Elements/Error:78)On Mon, Jun 23, 2008 at 7:06 PM, slamp slamp slackamp@gmail.com wrote:

thanks for the reply Tom, it would be nice if you can contribute your
implementation once they are implemented.

On Mon, Jun 23, 2008 at 6:59 PM, Tom Lanyon tom@netspot.com.au wrote:

On 23/06/2008, at 11:20 PM, slamp slamp wrote:

Has anyone done this? We have this requirement in our workflow.

I’m just about to implement this on our dev environment.

We are planning on adding a button marked ‘Escalate’ which will create a
new ticket in the next Queue and add it as a dependency of the original
ticket. There has been endless debate internally over whether the ticket
should be moved or a new linked ticket created.