Workflow Management with rt3

Hi,

I am wondering wheter rt3 can do workflow support. When I google for
that subject, most solutions come up mentioning approvals, but I think
that scrips are more the solution.

To give an example: We have an internal process that is called
“provisioning of a new DSL customer” with the following workflow steps:

  • Customer signs contract
  • Line is ordered by Carrier
  • CPE is ordered by supplier
  • IP addresses are requested, allocated and assigned
  • RADIUS is configured for the Customer
  • CPE is configured with the RADIUS data
  • CPE is shipped to the customer
  • Line is installed
  • CPE is installed
  • CPE is reachable
  • complete

I am wondering whether it is possible to process that workflow with
rt3’s support. The naive approach would be that a “parent ticket” is
created for the entire process which automatically spawns “child
tickets” for the subordinate tickets. If one step depends on other
steps, the corresponding subticket is only created if the
pre-conditional tickets have been closed.

I think that this can probably be done with scrips, but the
documentation for scrips is somewhat crude. I did not yet understand
the approval mechanism well enough to know whether a ticket can
require multiple approvals to get in a different state.

Disclaimer: I have used, but not adminned, an installation of rt1 in
the past. I have never used rt2, and am only running a very limited
test installation of rt3 at the moment, and I have only spent about
two hours with rt3 right now. Is rt3 a classical case of “use the
source, luke”, or did I miss some more documentation that is not in
the documentation PDF on bestpractical.com?

Any hints will be greatly appreciated.

Greetings
Marc

Marc Haber | “I don’t trust Computers. They | Mailadresse im Header
Karlsruhe, Germany | lose things.” Winona Ryder | Fon: *49 721 966 32 15
Nordisch by Nature | How to make an American Quilt | Fax: *49 721 966 31 29

Yes it can but there will be some perl scripting involved.

We have a small workflow when someone is hired:

Manager submits ticket to new hire queue.
Three tickets are generated in the appropriate telco, pc support, and
facilities queues based on the value of the location custom field.
When PC support deploys the pc they fill in the MAC address and the vlan
info custom fields and update.
On update, a script checks to see if those values changed. If they did an
action is run that updates a database, then kicks off a process which
generates the VMPS configs, tftps it to the switch, issues a reload and
comments on the ticket with the reload status.
If the status is a failure, the process will roll back to the previous
config and a child ticket will be opened with the network engineers telling
them that a problem occurred.
When networking closes that ticket, it will comment on the parent saying
that the pc has been assigned to the network so the end user support people
can close their ticket.

In the end though, there will be a good bit of scripting to do.

Look in <rt_lib>/RT/Actions for examples-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Marc Haber
Sent: Tuesday, January 20, 2004 12:01 PM
To: rt-users@lists.fsck.com
Subject: [rt-users] Workflow Management with rt3

Hi,

I am wondering wheter rt3 can do workflow support. When I google for
that subject, most solutions come up mentioning approvals, but I think
that scrips are more the solution.

To give an example: We have an internal process that is called
“provisioning of a new DSL customer” with the following workflow steps:

  • Customer signs contract
  • Line is ordered by Carrier
  • CPE is ordered by supplier
  • IP addresses are requested, allocated and assigned
  • RADIUS is configured for the Customer
  • CPE is configured with the RADIUS data
  • CPE is shipped to the customer
  • Line is installed
  • CPE is installed
  • CPE is reachable
  • complete

I am wondering whether it is possible to process that workflow with
rt3’s support. The naive approach would be that a “parent ticket” is
created for the entire process which automatically spawns “child
tickets” for the subordinate tickets. If one step depends on other
steps, the corresponding subticket is only created if the
pre-conditional tickets have been closed.

I think that this can probably be done with scrips, but the
documentation for scrips is somewhat crude. I did not yet understand
the approval mechanism well enough to know whether a ticket can
require multiple approvals to get in a different state.

Disclaimer: I have used, but not adminned, an installation of rt1 in
the past. I have never used rt2, and am only running a very limited
test installation of rt3 at the moment, and I have only spent about
two hours with rt3 right now. Is rt3 a classical case of “use the
source, luke”, or did I miss some more documentation that is not in
the documentation PDF on bestpractical.com?

Any hints will be greatly appreciated.

Greetings
Marc

Marc Haber | “I don’t trust Computers. They | Mailadresse im Header
Karlsruhe, Germany | lose things.” Winona Ryder | Fon: *49 721 966 32 15
Nordisch by Nature | How to make an American Quilt | Fax: *49 721 966 31 29
rt-users mailing list
rt-users@lists.bestpractical.com
http://lists.bestpractical.com/mailman/listinfo/rt-users

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

Hi AJ, hi list,

Manager submits ticket to new hire queue.
Three tickets are generated in the appropriate telco, pc support, and
facilities queues based on the value of the location custom field.

How are these new tickets generated? By a perl script, or by a rt3
scrip?

When PC support deploys the pc they fill in the MAC address and the vlan
info custom fields and update.
On update, a script checks to see if those values changed.

That’s a perl script started by a scrip? Does it need to access the
SQL database, or can the scrip hand over commands as parameter?

Look in <rt_lib>/RT/Actions for examples

Great, there is even pod.

The pod contained in CreateTickets.pm ist most helpful and verbose.

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

That link needs to be much more prominent on the RT web pages, for
example on Request Tracker — Best Practical Solutions

Greetings
Marc

Marc Haber | “I don’t trust Computers. They | Mailadresse im Header
Karlsruhe, Germany | lose things.” Winona Ryder | Fon: *49 721 966 32 15
Nordisch by Nature | How to make an American Quilt | Fax: *49 721 966 31 29

The three tickets are the CreateTickets scrip which I had modified in the
3.0.7 RT to automatically append the custom field values to the email.

The mac address update is also handled by an RT scrip that checks old value
and new value.

As for the FAQ, I haven’t looked at it really, that’s tagged at the bottom.
:slight_smile:

A.J.From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Marc Haber
Sent: Thursday, January 22, 2004 6:07 AM
To: rt-users@lists.fsck.com
Subject: Re: [rt-users] Workflow Management with rt3

Hi AJ, hi list,

Manager submits ticket to new hire queue.
Three tickets are generated in the appropriate telco, pc support, and
facilities queues based on the value of the location custom field.

How are these new tickets generated? By a perl script, or by a rt3
scrip?

When PC support deploys the pc they fill in the MAC address and the vlan
info custom fields and update.
On update, a script checks to see if those values changed.

That’s a perl script started by a scrip? Does it need to access the
SQL database, or can the scrip hand over commands as parameter?

Look in <rt_lib>/RT/Actions for examples

Great, there is even pod.

The pod contained in CreateTickets.pm ist most helpful and verbose.

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

That link needs to be much more prominent on the RT web pages, for
example on Request Tracker — Best Practical Solutions

Greetings
Marc

Marc Haber | “I don’t trust Computers. They | Mailadresse im Header
Karlsruhe, Germany | lose things.” Winona Ryder | Fon: *49 721 966 32 15
Nordisch by Nature | How to make an American Quilt | Fax: *49 721 966 31 29
rt-users mailing list
rt-users@lists.bestpractical.com
http://lists.bestpractical.com/mailman/listinfo/rt-users

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm