Hi,
We’re looking to use RT more extensively inside of our company, largely
for the tracking of new installs and the like. We’d like to be able to
create a custom todo list on the creation of a ticket; effectively a
selection of checkboxes with task items next to them.
It would be nice if tickets could have variable number of task items
depending on the nature of the ticket, but we’d settle for a hardcoded
number if there’s a signifigantly large amount of work involved.
The standard custom fields don’t seem to able to handle this sort of
complexity, so I guess it’s time to put my programmer hat on? Is this a
feasible additional to RT, or will it not sit will with it’s design? Has
anyone got any pointers on where to start, or to similar projects?
Thanks,
Sam
It would be nice if tickets could have variable number of task items
depending on the nature of the ticket, but we’d settle for a hardcoded
number if there’s a signifigantly large amount of work involved.
Shouldn’t these be dependent tickets so you have the option of
different owners or pushing them into different queues for
different operations? I’d like to see an easy way to clone
an existing ticket into a set of operations that the parent
depends on. Is there a way to do that already?
Les Mikesell
les@futuresource.com
I’d like to see an easy way to clone an existing ticket into a set
of operations that the parent depends on. Is there a way to do that
already?
We use Dirk Pape’s “Splitting and Forking Tickets” patch to do this. It
basically adds links to each transaction in a ticket to create a
“Pretask” (item upon which the current ticket depends), “Posttask” (item
which depends upon the current ticket) and “Clone” (item which refers to
the current ticket) using the contents of that transaction.
Screenshots and download at
http://page.mi.fu-berlin.de/~pape/rt3screenshots/
Mark Roedel
Web Programmer / Analyst
LeTourneau University
At Tuesday 2/8/2005 08:00 AM, Sam Stickland wrote:
Hi,
We’re looking to use RT more extensively inside of our company, largely
for the tracking of new installs and the like. We’d like to be able to
create a custom todo list on the creation of a ticket; effectively a
selection of checkboxes with task items next to them.
It would be nice if tickets could have variable number of task items
depending on the nature of the ticket, but we’d settle for a hardcoded
number if there’s a signifigantly large amount of work involved.
The standard custom fields don’t seem to able to handle this sort of
complexity, so I guess it’s time to put my programmer hat on? Is this a
feasible additional to RT, or will it not sit will with it’s design? Has
anyone got any pointers on where to start, or to similar projects?
Thanks,
Sam
Sounds like you’re talking about checkbox custom fields? These aren’t in RT
right now, but you could get the same functionality by using ‘select one
value’ CFs, each having “Yes/No” values. Granted, the interface wouldn’t be
quite as nice as having checkboxes, but you wouldn’t have to do any
programming.
I think if you want the ticket CFs to vary with the nature of the ticket,
you’re looking at different queues - ticket CFs are specified at the queue
level.
Steve
Hi,
We’re looking to use RT more extensively inside of our company, largely
for the tracking of new installs and the like. We’d like to be able to
create a custom todo list on the creation of a ticket; effectively a
selection of checkboxes with task items next to them.
It would be nice if tickets could have variable number of task items
depending on the nature of the ticket, but we’d settle for a hardcoded
number if there’s a signifigantly large amount of work involved.
The standard custom fields don’t seem to able to handle this sort of
complexity, so I guess it’s time to put my programmer hat on? Is this a
feasible additional to RT, or will it not sit will with it’s design? Has
anyone got any pointers on where to start, or to similar projects?
This is a project I actually specced for a customer last week, so
there’s a reasonable chance it might just magically appear in the
not-to-distant future.
Jesse
Hi Jesse,
(Comments are inline)On Tue, 8 Feb 2005, Jesse Vincent wrote:
On Tue, Feb 08, 2005 at 01:00:56PM +0000, Sam Stickland wrote:
Hi,
We’re looking to use RT more extensively inside of our company, largely
for the tracking of new installs and the like. We’d like to be able to
create a custom todo list on the creation of a ticket; effectively a
selection of checkboxes with task items next to them.
It would be nice if tickets could have variable number of task items
depending on the nature of the ticket, but we’d settle for a hardcoded
number if there’s a signifigantly large amount of work involved.
The standard custom fields don’t seem to able to handle this sort of
complexity, so I guess it’s time to put my programmer hat on? Is this a
feasible additional to RT, or will it not sit will with it’s design? Has
anyone got any pointers on where to start, or to similar projects?
This is a project I actually specced for a customer last week, so
there’s a reasonable chance it might just magically appear in the
not-to-distant future.
While I don’t have a budget to entice you into doing this, is there any
chance you could give an idea of timescales, and I’m happy to take a rough
estimation off list. I’ve got a programming itch I’m eager to scratch now,
but I’d hate to be duplicating effort. It’s nothing I’d ever attempt to
hold you to 
To the other people that responded:
Yes, the tasks/todo list can be radically different per ticket, but they
are classed as ‘install’ tickets. The pre/post-task addition looks like it
can go some way to improving our workflow for larger tasks, but many of
the smaller ones would still need a basic checklist.
Sam