On Mon, 2007-02-26 at 20:28 -0700, Kelly Jones wrote: > Can a single ticket be in multiple queues? > > We sometimes get tickets that require actions by people in queues X, > Y, and Z. The three queues are otherwise unrelated. The ticket has > "intertwined" requests: if the admins of queue X take a certain > action, it will affect what the admins of Y and Z need to do. > > Ideally, the ticket would belong to all three queues: X admins would > see it as "native" to queue X, Y admins would see it as native to > queue Y, etc. X admins could see comments made by Y and Z admins, and > so on. > > Is there a way to do this? [.snip...]
Hi, Perhaps you could split the ticket into one parent and three children or dependents. Maybe intercept incoming email for MasterQueue then create three new tickets in queues x, y and z which would be duplicates of the original ticket but set to be dependent on it. You could even write a scrip to set the master ticket to resolved when all the dependents were resolved in their respective queues. - Ken. -- This email has passed through an IE Internet MailWall gateway and has been screened for known viruses, potential viruses and malicious code. IE Internet.com MailWall (http://ieinternet.com/mailwall/) -- _______________________________________________ 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
