I am now happily running RT 2.0.15 (was 1.0.6 only last week), and now I am
ready to embark on making a few changes.
At my last shop, using Remedy, we were able to add a state called "blocked"
and a field called “Freeze until”. One would block a ticket when one was
waiting for something external – a call back, a package to arrive – and
set the date. It would then automatically re-open on that date so it
would appear in your list again. (Did he ever call back? Did the package
I want to add this to RT. status=stalled is already there. All I need is
"stall until". I can probably figure out the external cron job that does a
query and moves things back to open (though I’d like to have this trigger a
Scrip if possible).
Can one of y’all give me the easy-'n-obvious (to you) edits I need to make?
(A further refinement would be to stall until a dependency is satisfied,
i.e. a ticket in “Depends on” moves to a defined state, such as closed, or
something else happens to it. Today’s example: change out this router
[ticket A] during the next downtime [ticket B]. Or can I already do this
with Scrips? I have yet to dive into Scrips.)