I've managed to get stuck with looking at emulating an existing Tivoli TSRM process with RT. It's a somewhat complex workflow for change management, where a request goes through a series of states, and in each state there are different restrictions on what can happen, and who can do it.
I'm thinking that an RT queue for each state is probably the way to do this, with appropriate group permissions on each queue. Then some kind of menu customisation for the actions, that push tickets into other queues. Is there an existing way (other than a giant case statement type of thing in /Callbacks/Ticket/Elements/Tabs) to do per-queue customisation like this? Has anyone else done this kind of thing? I'm torn between trying to follow the existing stuff slavishly, and getting the actual process simplified instead :-) Thanks for any illumination... Howie Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
