Hi Ruslan, Thanks for the lead, will *definitely look into the suggestions.
Rgds Din * On Fri, Oct 8, 2010 at 9:07 PM, Ruslan Zakirov <[email protected]>wrote: > Hi. > > For this you usually use scrips. You need custom condition and custom > action. Check out snippets on the wiki. > > RT has only resolved status by default and no closed. Here you can either > add a new status or use different linking schema. > > On status. You add active status fixed and use it to indicate that problem > with trunk is fixed, but there are still active dependants. You can not use > inactive status and depends on linking. RT wouldn't allow you to resolve top > ticket unless all bottom are resolved. > > You can use parent/child linking and resolve parent at any time. > > Instead of making first ticket as top most you can create a ticket above it > to be parent of all these new circuit tickets. > > Regards, Ruslan. From phone. > 2010 10 7 23:39 пользователь "Lanang Sejagat" <[email protected]> > написал: > > > Hi guys, > > > > I've been asked to setup rt for a POC (proof of concept). I'm totally new > to > > rt and perl, but managed to installed rt 3.8.8 and some of it > > extension. For the POC the main concern is the ability to automatically > > create multiple child ticket when a custom field is selected in a ticket. > > The custom field data and how many child ticket will be generated is > taken > > from an external database. I know this can be done, as I saw some > > example from the mailing list, but this not a concern at the moment, > maybe I > > ask for help later. > > > > For now, I just created the custom field with a few example value, and > when > > this value is selected, it will generated a pre-determined child > > ticket said that 3 - 5 child ticket.For example in the custom field data > I > > have trunk 1, trunk 2 and trunk 3, and when a ticket is created with > > the custom field value trunk 1, it will automatically generated 3 child > > ticket , circuit 1, circuit 2, and circuit 3, trunk 2 will generated 5 > child > > ticket and trunk 3 will generated 7 child ticket. Is there an example for > > this ? > > > > One other thing, for the above, can the the parent ticket be resolved > > without being closed until all the child ticket has been closed ? > > Basically this is for a telco company, They have fibre trunks where there > is > > a lot of circuit in it. If the fibre trunk has problem than > > all the circuit in the particular trunk will also have problem, so when > they > > created a ticket for the trunk, it will automatically created > > child ticket for all the circuit in the trunk, the trunk problem can be > > resolved or identitfy faster, but cannot be closed until all the > > child ticket has been resolved or closed. The child ticket has to > resolved / > > closed one by one. > > > > I hv created a combo box custom field with trunk 1,2 and 3 for the value, > in > > the general queue, but that as far as I get, could anybody > > help ? > > > > Regards > > Din > > Magnifix Sdn Bhd >
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