Hi,
I’m testing RT 5.0.1 with IR 5.0.1 and have setup one new queue with lifecycle incident reports
- Queue ‘incident reports’ is used to retrieve all tickets from AlienVault and linking tickets is fine
- Queue ‘Customers’ with lifecycle ‘incident reports’ is for retrieve tickets sent by customers by email, the tickets are created but when i try to link the tickets to a incident it does not show up in the incident (probably because ‘incidents’ queue does not have ‘Customers’ queue in display)
(and in the ticket 'incident nºxxx shows up)
Is there a way around these ? maybe add a queue to ‘incidents’ ?
Thanks !
Hello, I’ve got the same problem.
Reports from other Queues linked to Incident aren’t visible in Incident Reports portlet (Incident Reports link → XXX /RTIR/Incident/Children/?Lifecycle=incident_reports&id=2444314 indicates that there should be tickets with lifecycle of incident_reports). Another queue has Lifecycle set as incident_reports.
I’ve added below code to RT_Config.pm but unfortunately it doesn’t show linked tickets from other queues.
Set( %LinkedQueuePortlets, (
'Incident' => [
{ 'Incident Reports' => [ 'All' ] },
{ 'Investigations' => [ 'All' ] },
],
) );
I’ve got this problems in RT Version 5.0.1beta1 and 5.0.4.
Can anybody help us?