Trace ticket flow when move to another queue

Hi all,

I want to trace ticket when it’s moved to another Queue. This is my
scenario:

Our RT system have a few queue ( CS, IT, ACC, HR …)
Some tickets create in my CS queue and i must change to another queue to
resolved ticket.
For example:

TICKETA is created in Queue CS, CS must change that issue to ACC Queue,

Accountant will see and solve that issue or move it to another Queues (IT,
HR…) if they could not solve problem, when that issue has been solved they
will comment done and move back CS queue. CS will takes a look and change
status of TICKETA to resolved.

All that I need is admin of CS Queue can monitor that where’s TICKETA
when it travelling around Queues, what’s its status and how much time it
takes in every Queue. He’s just admin of CS Queue and have no privileges in
another.

There are so many these case in our RT system, I want admin of CS Queue
can trace all tickets are originated form his queue and I also want to have
a search that can overview all these tickets. How long do they hang in a
queue, how much time it take, and where are they.

I’m newbie here.
Thanks so much for your help!
Sorry for my bad in English,

Best Regards,
Nonnick.

View this message in context: http://requesttracker.8502.n7.nabble.com/Trace-ticket-flow-when-move-to-another-queue-tp53758.html

Hi all,

Just renew topic. Can someone help me.

Thank all.
Nonnick.

View this message in context: http://requesttracker.8502.n7.nabble.com/Trace-ticket-flow-when-move-to-another-queue-tp53758p54041.html

Hi,

If you don’t have adavanced RT customization skills then the easiest way is
to create a custom fields, for example “Originated in”, and a scrip that on
create sets the field to name of the queue where ticket was created. All
bits for such scrip are on the wiki in Snippets articles, search, try and
get back to us if you fail.

With such custom field people would be able to search by value of the CF.

With command line script and some SQL magic you can figure out value and
set CF for existing tickets. Magic is required to walk back history
(Transactions table) to get value. Everything else is simple, but first
take care of the scrip as you will need code from the scrip to finish
command line tool.On Thu, May 9, 2013 at 6:59 AM, nonnick beodep@yahoo.com wrote:

Hi all,

I want to trace ticket when it’s moved to another Queue. This is my
scenario:

Our RT system have a few queue ( CS, IT, ACC, HR …)
Some tickets create in my CS queue and i must change to another queue to
resolved ticket.
For example:

TICKETA is created in Queue CS, CS must change that issue to ACC Queue,

Accountant will see and solve that issue or move it to another Queues (IT,
HR…) if they could not solve problem, when that issue has been solved
they
will comment done and move back CS queue. CS will takes a look and change
status of TICKETA to resolved.

All that I need is admin of CS Queue can monitor that where’s TICKETA
when it travelling around Queues, what’s its status and how much time it
takes in every Queue. He’s just admin of CS Queue and have no privileges in
another.

There are so many these case in our RT system, I want admin of CS Queue
can trace all tickets are originated form his queue and I also want to have
a search that can overview all these tickets. How long do they hang in a
queue, how much time it take, and where are they.

I’m newbie here.
Thanks so much for your help!
Sorry for my bad in English,

Best Regards,
Nonnick.


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