How to Manage a First plus Second Level Support Configuration

RT Users
1

Hi,
I’ve been asked to configure our RT (RT 3.8.2, migration to 3.8.8
planned during August, Mod_Perl, MySQL 5.0) to support a new process.

The request is to have 2 queues with equal CF : the first one is public
and everyone write in there via mail. Then some Privileged users take
those tickets, fill CF and try to solve them.

If 1 Level isn’t able to solve, from a logical point of view, the ticket
has to be passed to queue “2 Level”.

The request is that the first ticket [#01] will remain in the L1 queue,
but will be created a new ticket [#02] in queue L2, with at least the
following values :

  • sender
  • CF

taken from the old ticket. #2 have to be signed as a depedency
for #1 so it cannot be closed without L2 really close the derived ticket.

A mechanism similar to the one activated in the Display page when you
click on the Create link in the Links (green) section will be fine :

https://rt.buh/Ticket/Create.html?Queue=67&CloneTicket=11152&DependsOn-new=11152

BUT the new ticket should be created in the L2 queues: from the Create
page it’s not possible to change the queue where you’re going to create it.

I’ve noticed that some parameters are passed, so I guess it would be
enough to set the Queue value to L2 and I would be happy.

I thought to add a flag CF: once checked the create page with clone
ticket and all the other parameters populated, but how can I recall the
link to the Create page populated with those parameters in a workflow -
with scrips?

I’m a little bit stuck in how to solve it.

Have you already solved similar situations?
How would you solve it?
If anything isn’t clear to you please ask.

Any hint will be well accepted

thank you!

Andrea Perotti

2

Andrea,

If I understand you correctly, you want to be able to create a “DependsOn”
link/ticket in another Queue from the L1 Queue?

If so, you would need to make sure your “*Set($StrictLinkACL, 0);” *is set
to ‘0’ so RT will allow links to other Queues. Of course, you also have to
make sure that the group creating these tickets also have
*“CreateTicket”*rights
in that Queue.

That should do it. Hope this helps.

Kenn
LBNLOn Mon, Aug 2, 2010 at 8:41 AM, Andrea Perotti aperotti@cutaway.it wrote:

Hi,
I’ve been asked to configure our RT (RT 3.8.2, migration to 3.8.8
planned during August, Mod_Perl, MySQL 5.0) to support a new process.

The request is to have 2 queues with equal CF : the first one is public
and everyone write in there via mail. Then some Privileged users take
those tickets, fill CF and try to solve them.

If 1 Level isn’t able to solve, from a logical point of view, the ticket
has to be passed to queue “2 Level”.

The request is that the first ticket [#01] will remain in the L1 queue,
but will be created a new ticket [#02] in queue L2, with at least the
following values :

  • sender
  • CF

taken from the old ticket. #2 have to be signed as a depedency
for #1 so it cannot be closed without L2 really close the derived ticket.

A mechanism similar to the one activated in the Display page when you
click on the Create link in the Links (green) section will be fine :

https://rt.buh/Ticket/Create.html?Queue=67&CloneTicket=11152&DependsOn-new=11152

BUT the new ticket should be created in the L2 queues: from the Create
page it’s not possible to change the queue where you’re going to create it.

I’ve noticed that some parameters are passed, so I guess it would be
enough to set the Queue value to L2 and I would be happy.

I thought to add a flag CF: once checked the create page with clone
ticket and all the other parameters populated, but how can I recall the
link to the Create page populated with those parameters in a workflow -
with scrips?

I’m a little bit stuck in how to solve it.

Have you already solved similar situations?
How would you solve it?
If anything isn’t clear to you please ask.

Any hint will be well accepted

thank you!

–
Andrea Perotti

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

3

If I understand you correctly, you want to be able to create a
“DependsOn” link/ticket in another Queue from the L1 Queue?

Thank you for your reply.

I’m already able to manually create linked ticket from one queue to
another, the problem is that I cannot copy the CF values from one to the
other one: the only way to have this behaviour is to create the
dependency in the same queue.

My goal is to do this in a semi automatic way.

I need to be able to create a new ticket, in the Queue L2, with the same
custom fields taken from a ticket from L1 Queue and with a relation of
dependency. Perfect would be to let the user who manage in L1 the ticket
to add a comment or a message in the new ticket, but I could manage the
passage in other ways (maybe taking the last message or comment from the
L1 ticket.

I hope this have clarified the situation.

cheers

Andrea Perotti

4

Hi Andrea,

first of all you should have applied the custom fields to both queues.
If you then create a ticket with the create button under links, then the
custom fields values should also be copied.
You can then manually change the queue or you could try the following
extension:

to create the ticket in another queue.

We use even another way.
I have created an customfield (select one value).
On customfield value change I trigger an scrip that create the depending
ticket in an queue (depending on the selected value of this customfield)
and copie the other needed customfield values to that ticket.
If you want to got this way I can send you the scrip I use.

I have also tweaked our ticket create page.
If you come from the create button in link to the ticket create page
(clone a ticket), then you can change the queue.
@Jesse
Maybe you want a patch for that?

-chrisAm 02.08.2010 22:15, schrieb Andrea Perotti:

Il 02/08/2010 19:26, Kenneth Crocker ha scritto:

If I understand you correctly, you want to be able to create a
“DependsOn” link/ticket in another Queue from the L1 Queue?

Thank you for your reply.

I’m already able to manually create linked ticket from one queue to
another, the problem is that I cannot copy the CF values from one to the
other one: the only way to have this behaviour is to create the
dependency in the same queue.

My goal is to do this in a semi automatic way.

I need to be able to create a new ticket, in the Queue L2, with the same
custom fields taken from a ticket from L1 Queue and with a relation of
dependency. Perfect would be to let the user who manage in L1 the ticket
to add a comment or a message in the new ticket, but I could manage the
passage in other ways (maybe taking the last message or comment from the
L1 ticket.

I hope this have clarified the situation.

cheers

5

GitHub - bestpractical/rt-extension-spawnlinkedticketinqueue
to create the ticket in another queue.
Thank you! I discovered in the wiki different solutions:

but this extension looks like the most promising one.

If you want to got this way I can send you the scrip I use.
It would be nice to view it. If you can, please attach here in the list,
so everybody could take a look at it.

I have also tweaked our ticket create page.
If you come from the create button in link to the ticket create page
(clone a ticket), then you can change the queue.
@Jesse
Maybe you want a patch for that?

If you can, post that either :slight_smile:

I hope to see your reply very soon

Cheers

Andrea Perotti

6

Andrea,

Will there ever be a time you create a “DependsOn” ticket that you do
NOTwant to be in L2 Queue?

KennOn Mon, Aug 2, 2010 at 1:15 PM, Andrea Perotti aperotti@cutaway.it wrote:

Il 02/08/2010 19:26, Kenneth Crocker ha scritto:

If I understand you correctly, you want to be able to create a
“DependsOn” link/ticket in another Queue from the L1 Queue?

Thank you for your reply.

I’m already able to manually create linked ticket from one queue to
another, the problem is that I cannot copy the CF values from one to the
other one: the only way to have this behaviour is to create the
dependency in the same queue.

My goal is to do this in a semi automatic way.

I need to be able to create a new ticket, in the Queue L2, with the same
custom fields taken from a ticket from L1 Queue and with a relation of
dependency. Perfect would be to let the user who manage in L1 the ticket
to add a comment or a message in the new ticket, but I could manage the
passage in other ways (maybe taking the last message or comment from the
L1 ticket.

I hope this have clarified the situation.

cheers

–
Andrea Perotti

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com