RT Workflow and queue management

RT Users
1

Hi All,

I have a quick question about rt workflows.

As an example. I’ve created a queue ‘Instalation’ and created Custom Fields
for Rack, Power, DNS.
When a new ticket is created in Installation, Sub tickets are created each
for Rack, DNS, etc.
The workflow would be for a generic ‘Server install’.

My problem at the moment is what if I want a different type of Installation,
lets say PC install –
This would in the same queue but would require a different set of Custom
Fields, OS Type, Username, Desk Number for example.
Or Telephone Install. The list goes on.

So my question… Is there any way to hide/show certain custom fields based
on the type of request being created in the Installation queue.

Regards
S

2

Bob,

I’m not clear on exactly what you’re looking for in terms of workflow, but
you could create a Custom Field and link those values to the category of
some other Custom Fields and that would limit what they see, to a degree.
Perhaps you can live with that?

Kenn
LBNLOn Thu, Oct 21, 2010 at 6:49 AM, bob bob spenny212@googlemail.com wrote:

Hi All,

I have a quick question about rt workflows.

As an example. I’ve created a queue ‘Instalation’ and created Custom Fields
for Rack, Power, DNS.
When a new ticket is created in Installation, Sub tickets are created each
for Rack, DNS, etc.
The workflow would be for a generic ‘Server install’.

My problem at the moment is what if I want a different type of
Installation, lets say PC install –
This would in the same queue but would require a different set of Custom
Fields, OS Type, Username, Desk Number for example.
Or Telephone Install. The list goes on.

So my question… Is there any way to hide/show certain custom fields based
on the type of request being created in the Installation queue.

Regards
S

3

Hi

There is no such functionality at the moment.

Regards, Ruslan. From phone.

Hi All,

I have a quick question about rt workflows.

As an example. I’ve created a queue ‘Instalation’ and created Custom
Fields
for Rack, Power, DNS.
When a new ticket is created in Installation, Sub tickets are created each
for Rack, DNS, etc.
The workflow would be for a generic ‘Server install’.

My problem at the moment is what if I want a different type of
Installation,
lets say PC install –
This would in the same queue but would require a different set of Custom
Fields, OS Type, Username, Desk Number for example.
Or Telephone Install. The list goes on.

So my question… Is there any way to hide/show certain custom fields
based

4

One could make two queues, and make the custom fields associated with both queues. One could keep the appearance of a unified queue by making the requests go to a “parent” queue, and then, based on what type of install it is, have the RT operators move it to the correct “child” queue at that point.

Josh Narins

Director of Application Development
SeniorBridge
845 Third Ave
7th Floor
New York, NY 10022
Tel: (212) 994-6194
Fax: (212) 994-4260
Mobile: (917) 488-6248
jnarins@seniorbridge.com
seniorbridge.comhttp://www.seniorbridge.com/

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SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you.From: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Ruslan Zakirov
Sent: Friday, October 22, 2010 10:03 AM
To: bob bob
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] RT Workflow and queue management

Hi

There is no such functionality at the moment.

Regards, Ruslan. From phone.