Scrips to move ticket from one queue to another

hello world

I need a scrips which make when a Ticket is resovlve in queue ‘homologation’,
the Ticket appears as New in queue 'production’
anyone got hint?
thanks in advance

Ce mel a �t� envoy� avec Meloo http://www.meloo.com

|+ I need a scrips which make when a Ticket is resovlve in queue ‘homologation’,
|+ the Ticket appears as New in queue ‘production’
|+ anyone got hint?
|+ thanks in advance

Wouldn’t that defeat the logic of ‘resolving’ a ticket?

Darrin Walton wrote:

I need a scrips which make when a Ticket is resovlve in queue
’homologation’, the Ticket appears as New in queue 'production’
anyone got hint? thanks in advance

Wouldn’t that defeat the logic of ‘resolving’ a ticket?

If you have several stages of processing something, then you could have
a queue for each stage (and different people looking at each queue).

I didn’t ask the original question above, but I had previously
considered something like this, creating a second queue for ‘billing’.
Basically, when a job is finished in the main queue, it gets moved to
the billing queue. That has the advantage that once a job is are
finished, people working on it don’t still see its tickets lying around
the main queue. But the finance department then have their own queue
for tracking jobs being invoiced and (hopefully) paid for.

The split makes sense because once a job is completed, the people
working on it don’t care about it any more. But until a job is
completed, the accounts people don’t care about it. So resolving from
one queue into another fits.

Actually I haven’t done the above; I’ve implemented this at the moment
with keywords. But I don’t think it should be rejected as an idea.

Smylers
GBdirect

Well, I’ve written a ScripAction MoveToQueue which will move a message to a
given queue, you could easily modify to to also set the status when it is
moved.

(I intend on getting this added to the contrib folder soon.)On Friday 03 May 2002 10:44 am, naoy@levillage.org wrote:

hello world

I need a scrips which make when a Ticket is resovlve in queue
’homologation’, the Ticket appears as New in queue 'production’
anyone got hint?
thanks in advance


Ce mel a été envoyé avec Meloo http://www.meloo.com


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MoveToQueue-1.0pre0.tar.gz (11.8 KB)

This is what I’m trying to mimic with my question to the list yesterday,

"> I was wondering if it were possible to keep a “group” from resolving

tickets?

I have a group of people, “foo”, who do some work and another group,
“bar” that checks to see if it is done. Is there a “group right” or
"user right" regarding resolving tickets included in RT?"

I have some users belonging to group x, some belonging to y and some
belonging to z. A request needs to go through all groups/queues, and
I’ve listed all these groups in the queue. So when a user in a group is
done with the ticket they change the queue. Thing is, I want to keep
users in certain groups from resolving a ticket (groups x and y) because
it hasn’t gone through z yet. Only z is allowed to resolve the ticket,
while others can only make changes on it. I don’t mind changing the
queue by hand, but keeping some users from resolving issues is pretty
important.

Is this possible at all?

Thanks!

Colleen

-----Original Message-----
From: Michael Grubb [mailto:mgrubb@fifthvision.net]
Sent: Friday, May 03, 2002 9:05 AM
To: naoy@levillage.org; rt-users@lists.fsck.com
Subject: Re: [rt-users] scrips to move ticket from one queue to
another…
Importance: High

Well, I’ve written a ScripAction MoveToQueue which will move a message
to
a
given queue, you could easily modify to to also set the status when it
is
moved.

(I intend on getting this added to the contrib folder soon.)

hello world

I need a scrips which make when a Ticket is resovlve in queue
’homologation’, the Ticket appears as New in queue 'production’
anyone got hint?
thanks in advance


Ce mel a été envoyé avec Meloo http://www.meloo.com


rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

Have you read the FAQ? The RT FAQ Manager lives at
http://fsck.com/rtfm