Hi Jerrad, I used a custom field to emulate custom states for a process that required a ticket to change queues several times. A certain request comes in to the security office and they create a ticket in their queue. A scrip immediately moves the ticket into the network queue where it prompts the techs to kill the user's network connection. They do so and record their action, which causes the ticket to return to the security queue and stall itself. User notices that he is no longer on the network so he starts calling around and eventually ends up talking to security. Security sends him a letter and updates the ticket, the ticket stays stalled. When user signs and returns the letter, security notes it and the ticket goes back to the network queue where the techs are prompted to restore the connection. They do so and record the action, which causes the ticket to return to the security queue where it sits until security reviews it and marks it resolved. At each step the custom field gets changed by a person, a scrip, or a template, and this change triggers the next action. It's clunky, but it works well for us.
It may not be the best answer for your situation, but it is something to consider. We are using 3.6.3, so there might be better ways to do this in 3.8 that I don't know about. Regards, Gene At 07:47 PM 8/24/2008, Jerrad Pierce wrote: >I have users who want to use RT to track an elaborate multi-step process, >namely to >determine how far-along individual projects are. Does anyone have any >experience with this, >or recommendations for doing so? > >The original idea was for the creation of a ticket in the queue to spawn >the creation of child >tickets for every step in the process. I fear this will be rather >cumbersome, and may result >in correspondence being spread across far too may tickets. > >I've since been considering a (multi)select CF, but it seems like it'd be >rather easy to ignore, >and we already have over two dozen CF on these tickets. > >Custom states are another possiblity, but there are 12 steps, and that >seems extremely unweildy. > >Thanks in advance, > >Jerrad -- Gene LeDuc, GSEC Security Analyst San Diego State University _______________________________________________ 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
