I am trying to help some co workers with evaluating RT for
implementation. They want the same package for tech support,
development (displacing bugzilla), and IT helpdesk.
I was showing one decision maker a fresh install of 3.4, as well as an
in-use copy of 3.6, and there was a requirement that I couldn't "click
my mouse three times" and make happen.
The quick version is 'create "depends on" tickets without re-entering
data'. The long version is as follows:
1. Ticket comes into tech support queue.
2. CustEng finds out the problem is because of a bug.
3. CustEng clicks on magic button.
4. Data from currently opened ticket in CustSupport queue is brought
forward into a new ticket in the SwEng queue, which the CustEng
reviews and then submits. Of course, the CustSupport ticket
"depends on" the SwEng ticket automagically.
Thanks,
Rob
_______________________________________________
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
