Hi,
I’ve installed RT several times over the years (starting at
1.0.7) to fill the need “requester sends an e-mail to create a
ticket, helpdesk handles it”.
Today I have an additional need, a need for heavily checked web
forms with workflow, with absolutely minimal effort required
to create a (simple) form and associated workflow. It’s easy
to imagine a web interface with drop-down boxes (filled from
LDAP) that creates a ticket, but I’m looking for something
where one can easily create a workflow : the ticket owner
sees the custom fields filled in by the requestor, has more
fields to fill in that are not available or even visible to the
original requestor (then or later !), and has only to fill them
in and click OK to send off the ticket to the next person/queue
on the workflow. That could be a sub-queue or more likely a
custom status, that could be set only on a ticket with the
specific fields filled, only set by a person with a specific
authorization . . .
I’ve spent some time trying to find information on RT used in
this way. I’ve found
http://wiki.bestpractical.com/view/WorkFlow
and
http://www.nabble.com/Create-standard-request-forms-with-RT-td22001993.html
but while in combination it would seem that what I need is
possible, I get the impression that it all boils down to writing
a lot of perl even for a very simple workflow, and I can’t say I
found a lot of examples.
Is this kind of use of RT something usual, something
supported? Is there more documentation than what I have found?
If not, what do people use?
Lorens
Today I have an additional need, a need for heavily checked web
forms with workflow, with absolutely minimal effort required
to create a (simple) form and associated workflow. It’s easy
to imagine a web interface with drop-down boxes (filled from
LDAP) that creates a ticket, but I’m looking for something
where one can easily create a workflow
[3 weeks late, I know]
This is a MAJOR goal for the RT4 series. We’re starting out by replacing
RT’s scrips system with a new, much safer for end users, rules engine
with a GUI builder. From there, we’ll be able to extend things downward
toward end-user space. It’s my hope that that technology, combined with
the rework of the internals in Jifty will get us ever closer to the day
when trusted users can create their own forms and views using only their
mouse.
Best,
Jesse
signature.asc (197 Bytes)
I’m looking for something
where one can easily create a workflow
[3 weeks late, I know]
Better late than never, especially as it’s you. I’ve continued
to monitor in the hopes of getting a reply.
This is a MAJOR goal for the RT4 series. […] trusted users
can create their own forms and views using only their mouse.
Sounds exactly like what I’m looking for.
While I’m waiting (it certainly doesn’t sound as if RT4
is coming for Christmas 2009), it seems to me from your
message that today, admins can create forms and views
using their keyboard? Sorry if haven’t been keeping up
with the technology, but to me RT didn’t support forms,
in the sense “custom fields mixed with text and laid out
on a page”. Has that changed? Searching for “form” on
Request Tracker... So much more than a help desk — Best Practical Solutions certainly doesn’t
give that impression.
Lorens
While I’m waiting (it certainly doesn’t sound as if RT4
is coming for Christmas 2009), it seems to me from your
message that today, admins can create forms and views
using their keyboard? Sorry if haven’t been keeping up
with the technology, but to me RT didn’t support forms,
in the sense “custom fields mixed with text and laid out
on a page”. Has that changed? Searching for “form” on
Request Tracker... So much more than a help desk — Best Practical Solutions certainly doesn’t
give that impression.
The features list on the corporate website is…not exactly exhaustive.
Know any good marketing people who work cheap? 
Sorry if haven’t been keeping up
with the technology, but to me RT didn’t support forms,
in the sense “custom fields mixed with text and laid out
on a page”. Has that changed? Searching for “form” on
Request Tracker... So much more than a help desk — Best Practical Solutions certainly doesn’t
give that impression.
The features list on the corporate website is…not exactly exhaustive.
Know any good marketing people who work cheap?
Sure I do. Good, cheap, or available . . . pick any two.
Without going into marketing docs, I’d feel more confident in
spending time installing a new version of RT if I could first
find some technical documentation explaining how to set up such
forms; I have been singularly unable to find any such thing.
Lorens
Sorry if haven’t been keeping up
with the technology, but to me RT didn’t support forms,
in the sense “custom fields mixed with text and laid out
on a page”. Has that changed? Searching for “form” on
Request Tracker... So much more than a help desk — Best Practical Solutions certainly doesn’t
give that impression.
The features list on the corporate website is…not exactly exhaustive.
Know any good marketing people who work cheap?
Sure I do. Good, cheap, or available . . . pick any two.
Without going into marketing docs, I’d feel more confident in
spending time installing a new version of RT if I could first
find some technical documentation explaining how to set up such
forms; I have been singularly unable to find any such thing.
svn://svn.bestpractical.com/RT-FormTools is the toolset we use for doing
such things for customers.
Best,
Jesse
Hi,
Our team who work on tickets frequently are requestors of tickets to.
I know about the /SelfService, but what I would like is to have
a custom query at RT at a Glance.
I’m trying to create a query to show stalled tickets who CurrentUser
is requestor.
When I try a query Owner = CurrentUser it works fine (Owner =
‘CurrentUser’ AND Status = ‘stalled’).
But when I try this: “Requestor.EmailAddress LIKE ‘CurrentUser’ AND
Status = ‘stalled’” (without doble quotes) nothing is shown and in the
same query when I use instead of CurrentUser logon name it works.
Any sugestion?
Thanks.
Elton S. Fenner
Hi,
Our team who work on tickets frequently are requestors of tickets to.
I know about the /SelfService, but what I would like is to have
a custom query at RT at a Glance.
I’m trying to create a query to show stalled tickets who CurrentUser
is requestor.
When I try a query Owner = CurrentUser it works fine (Owner =
‘CurrentUser’ AND Status = ‘stalled’).
But when I try this: “Requestor.EmailAddress LIKE ‘CurrentUser’ AND
Status = ‘stalled’” (without doble quotes) nothing is shown and in the
same query when I use instead of CurrentUser logon name it works.
Try Requestor.id = ‘CurrentUser’, CurrentUser is an id, not a
login name or email address.
-kevin
Thanks Kevin!
Exactly what I wanted.
EltonEm 07-10-2009 11:41, Kevin Falcone escreveu:
On Wed, Oct 07, 2009 at 10:58:16AM -0300, Elton S. Fenner wrote:
Hi,
Our team who work on tickets frequently are requestors of tickets to.
I know about the/SelfService, but what I would like is to have
a custom query at RT at a Glance.
I’m trying to create a query to show stalled tickets who CurrentUser
is requestor.
When I try a query Owner = CurrentUser it works fine (Owner =
‘CurrentUser’ AND Status = ‘stalled’).
But when I try this: “Requestor.EmailAddress LIKE ‘CurrentUser’ AND
Status = ‘stalled’” (without doble quotes) nothing is shown and in the
same query when I use instead of CurrentUser logon name it works.
Try Requestor.id = ‘CurrentUser’, CurrentUser is an id, not a
login name or email address.
-kevin
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