Harald,
I may be wrong, but I think that the RT "Approval" method changes the
ticket number. To us, it seems more prudent to keep ticket numbers
constant throughout it's journey to being "Resolved". So, we created an
"Approval" Queue, which is administrated by a group that reviews
requests before they can be taken and reviews test results before th
ticket can be resolved. We created a couple new status's ("pending rv",
"rq approvd", "qa approvd", "rejected") and use these statuses in
combination with some CF's and scrips to initiate correspondence to
allow tickets to be reviewed, taken, assigned, worked on, tested, and
finally resolved. The scrips check various CF's and the status field
before it will allow certain status changes to complete. That way we
have a complete audit trail of the movement of a certain ticket number
throughout it's movement from new to resolved. It's not as cumbersome as
the RT method either.
Kenn
LBNL
Wagener, Harald wrote:
Am 21.09.2006 19:11 Uhr schrieb "Judson Main" <[EMAIL PROTECTED]>:
However, I'm thikning that a queue, called Peer Review, can be populated
automagically upon resolution via a custom scrip, which dumps all resolved
tickets into the queue, and if the peer determines something additional
must be done, can choose to reopen the ticket.
Am I on the right track here?
Thanks folks. Any advice is much appreciated.
You want to look into approvals. See the wiki and list archives for details.
Regards,
Harald
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