Request Resolve approval customization?

Greetings all,

I’m curious if anyone has written, or if you have stumbled across an extension that would put the functionality in that an “owner” can request a ticket to be resolved.

I have seen some incident tracking systems that the support person would basically set the ticket to “I think it’s done” and that would notify the requestor who could confirm and it would resolve the ticket.

RT can handle this through a manual process, I’m just curious if anyone went and wrote something that would handle this through email?

I can already think of a way to do it should you customize the “customer” interface to RT…

This just popped into my head and thought I’d see what the list had to offer.

Thanks!

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@normed.ca
Technology assistance: email nosmhelpdesk@normed.ca
Technology Emergency Contact (TEC) Mon-Fri, 8am to 5pm excluding stat holidays:
Off campus toll free 1 (800) 461-8777, option 8, or locally either
(705) 662-7120 or (807) 766-7500

Mike,

For us, our owners ARE the ones that work on a ticket and “resolve” it
when it is complete. We also have added a couple new ticket status
values (pending QA & QA approvd) that allow us to write scrips to send
notifications when those tickets get those values. When the Owner
changes the values to “pending QA” a notification is sent out to the QA
tester who then tests and later does a “Reply” to the ticket from that
Email to say whether the test passed or failed. If it passed, the ticket
history shows that notification and now the owner can resolve the
ticket. Anyway, that’s how we do it. I’m sure you could write a scrip
using a Custom Field or something to send out a notice or automatically
"resolve" the ticket.

Kenn
LBNLOn 2/4/2010 11:58 AM, Mike Johnson wrote:

Greetings all,

I’m curious if anyone has written, or if you have stumbled across an extension that would put the functionality in that an “owner” can request a ticket to be resolved.

I have seen some incident tracking systems that the support person would basically set the ticket to “I think it’s done” and that would notify the requestor who could confirm and it would resolve the ticket.

RT can handle this through a manual process, I’m just curious if anyone went and wrote something that would handle this through email?

I can already think of a way to do it should you customize the “customer” interface to RT…

This just popped into my head and thought I’d see what the list had to offer.

Thanks!

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@normed.ca
Technology assistance: email nosmhelpdesk@normed.ca
Technology Emergency Contact (TEC) Mon-Fri, 8am to 5pm excluding stat holidays:
Off campus toll free 1 (800) 461-8777, option 8, or locally either
(705) 662-7120 or (807) 766-7500


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