Hi everyone, After successfully installing RT 3.6.1, Asset Tracker, and RTFM, I started configuring RT to work with the ITIL processes that we're going to be implementing in my organization. Not surprisingly I set up the following queues:
* Support (i.e., "Incidents") * Problems * Changes * Releases I also created an "RFC" Asset Type in Asset Tracker. I'm wondering what kind of cool scrip automation has been done in creating new tickets in various queues. For example, imagine a work flow like this: 1. An RFC is created and stored in Asset Tracker 2. Once the RFC is worked out, an RFC status custom field is set to "Approved" 3. Setting the custom field to approved automatically creates a new ticket in "Changes" which is linked back to the RFC. 4. After the change process is worked out and approved, a new ticket is created in "Releases" and linked to the changes ticket. 5. Release is completed and the ticket resolved, related change ticket is resolved, and RFC is marked "completed." I'm not enough of a scrip wizard yet to have a real clear idea of how this would go. I'm pretty sure that the ticket creation and linking can be automated. Has anyone implemented something like this? -Tim -- Tim Wilson, Director of Technology Buffalo-Hanover-Montrose Schools 214 1st Ave NE Buffalo, MN 55313 ph: 763.682.8740 fax: 763.682.8743 http://www.buffalo.k12.mn.us _______________________________________________ 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
