We modified our “UPdate Ticket” display to include a “Tab” between the
"Reply" and “Resolved” tabs. The code we added automatically sets the Ticket
Status for the next step, and when that happens, we have some scrips that *
automatically* sets various Custom Fields (depending on Queue), sets new
owners, moves tickets to other Queues, sends out notifications. All the user
has to do is “click the tab”.
That action is included in our training sessions. They don’t have to click
"Basics" and then change the status or anything else, just “click the tab”.
That way we save the user a lot of keystrokes changing a bunch of other
fields AND we don’t have to worry about their privileges for other Queues
(because “RT” is moving the ticket) and we don’t have to worry about users
setting Custom Fields to the wrong values.
That’s all part of our workflow. Maybe you could think about doing something
like that? Hope this helps.
LBNLOn Mon, May 17, 2010 at 9:07 AM, Michael W. Lucas < firstname.lastname@example.org> wrote:
I have custom status fields set in RT_SiteConfig.pm, and they work fine.
I’d like to have some statuses only available in particular queues,
however. Is this possible?
What I’m trying to achieve:
we have several “linear” processes, where a task goes from one person
to the next. I’m setting up a separate queue for each, so I can use
the appropriate CustomFields for each task.
Unlike the workflow example, where separate tickets are spawned for
sub-tasks, these tasks must go through a specific set of people in a
specific order. I’d like to have each person set the appropriate
status when they’re finished, and then have RT automatically assign
the ticket to a person based on that status. Not all statuses are
applicable to all types of work, however.
If there’s a better approach to this, please point me at it.
Michael W. Lucas mwlucas@BlackHelicopters.org
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