Andrea, If I understand you correctly, you want to be able to create a "DependsOn" link/ticket in another Queue from the L1 Queue?
If so, you would need to make sure your "*Set($StrictLinkACL, 0);" *is set to ‘0’ so RT will allow links to other Queues. Of course, you also have to make sure that the *group creating these tickets* also have *"CreateTicket"*rights *in that Queue*. That should do it. Hope this helps. Kenn LBNL On Mon, Aug 2, 2010 at 8:41 AM, Andrea Perotti <[email protected]> wrote: > Hi, > I've been asked to configure our RT (RT 3.8.2, migration to 3.8.8 > planned during August, Mod_Perl, MySQL 5.0) to support a new process. > > The request is to have 2 queues with equal CF : the first one is public > and everyone write in there via mail. Then some Privileged users take > those tickets, fill CF and try to solve them. > > If 1 Level isn't able to solve, from a logical point of view, the ticket > has to be passed to queue "2 Level". > > The request is that the first ticket [#01] will remain in the L1 queue, > but will be created a new ticket [#02] in queue L2, with at least the > following values : > > * sender > * CF > > taken from the old ticket. #2 have to be signed as a depedency > for #1 so it cannot be closed without L2 really close the derived ticket. > > A mechanism similar to the one activated in the Display page when you > click on the Create link in the Links (green) section will be fine : > > > https://rt.buh/Ticket/Create.html?Queue=67&CloneTicket=11152&DependsOn-new=11152 > > BUT the new ticket should be created in the L2 queues: from the Create > page it's not possible to change the queue where you're going to create it. > > I've noticed that some parameters are passed, so I guess it would be > enough to set the Queue value to L2 and I would be happy. > > I thought to add a flag CF: once checked the create page with clone > ticket and all the other parameters populated, but how can I recall the > link to the Create page populated with those parameters in a workflow - > with scrips? > > I'm a little bit stuck in how to solve it. > > > Have you already solved similar situations? > How would you solve it? > If anything isn't clear to you please ask. > > > Any hint will be well accepted > > > thank you! > > -- > Andrea Perotti > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com >
Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
