We have a specific WorkFlow that involves some automatic processes
(automatically promoting Status and sending notifications) based on a
combination of values in the Status field (and some Custom Fields) and
we had to add a couple Status values (for staging QA testing) to
accomplish this. I also helped someone else do this via different
Queues with scrips that automatically sent the ticket to a new Queue
based on the values in Status and some Custom Fields. So, there are a
couple ways to do this. To decide exactly how, would depend on what
your workflow looks like, the types of restrictions and a few other
variables like who does what when and then what (plus any exceptions
to the rules). It really is important that you work out
(analyze/flowchart) the details of what you’re looking for. It’s
always easier to code decisions and procedures that are already worked
Ah - flowcharts are something I have plenty of This is an
organisation that has taken the ITIL change and service-request
processes and implemented them in Tivoli… Our own RT install is very
much simpler, and these guys have decided they like the idea of simpler,
just not that much simpler.
I’m not really interested in re-implementing all that, but one
particular aspect is change approval. So users in group X can request a
change, group Y must then approve that change, then group Z implement it.
So I think I want two queues: pending-changes, which group X can create
tickets in, and approved-changes, which group Z can see and process
tickets in. Then group Y has ModifyTicket in pending-changes, and
CreateTicket in approved-changes. I think that will do what I want -
plus some kind of user-interface to allow them to press an ‘approve’ or
’deny’ button, which makes appropriate ticket updates.
I don’t see how it could do a vote, or quorum-style Change Board, but
that’s not so vital. In theory, the members of group X,Y and Z
(especially the approvers and implementers) vary for different changes,
but that can be more queues, worst-case.
Does this sound anything like what you did, Kenn?