Interesting. I've been under the impression that it's very difficult to
change the status'. Changing them in the actual perl is not something
I'm fond of, but did, successfully, but that was a replacement, not
an addition.
Would you be so kind as to point me towards a scrip or other type
of plugin that I could use for this? I believe it would help for my
problem.
Thanks much,
Jud.
On Fri Sep 22 13:20 , Kenneth Crocker <[EMAIL PROTECTED]> sent:
>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
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: [EMAIL PROTECTED]
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>>
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
Community help: http://wiki.bestpractical.com
Commercial support: [EMAIL PROTECTED]
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
