I am trying to implement a few different workflows in RT and I think I
might need some help. I’ve read
Request Tracker Wiki which is a very useful
document for some workflows. But I am actually looking for a simpler
solution. I want to direct a ticket through
Foo → Bar → Quux → Bazonk → Resolved - with the possibility to
freely jump to the other states but defaulting to the next logical step.
I see it’s possible to do this with “on close” → “create ticket” but it
seems overly complicated for this simple need. In our
soon-to-be-put-down OTRS we just added aliases for the states (Foo =
New, Bar = Open, Quux = Open, Bazonk=Open). This kind of did the trick.