On Fri, Jan 20, 2012 at 11:30:12AM -0800, Yan Seiner wrote: > > On Fri, January 20, 2012 11:08 am, [email protected] wrote: > > > I do not think that nested queues are supported. One way to handle it > > would > > be to have a base X, Y, and Z queues with a custom field defined to > > partition > > the tickets. Then use saved searches and dashboards to give you an > > effective > > view as if you had child queues. > > That's one fallback. I'd have to figure out how to do ACLs based on > custom fields. Each "partition" would have to have an ACL so that, for > example, the contractor cannot see the discussions between the design team > and the owner.
You can't do ACLs on Custom Fields. > Another fallback is to have an X queue, and then an RFI queue. Each RFI > would be a child ticket of a ticket in the X queue. Again, ACL is a > concern. Just assign ACLs on Roles, not Groups / Queue and you'll be fine. -kevin > Lastly, I could just brute force it and create an X queue, an X-RFI queue, > and so on. That would solve the ACL problem but it would create an awful > lot of queues. A hierarchy of queues would let me make it more > manageable. > > I realize that RT was not really designed to be a construction project > management software package like Constructware, but CW has so many > drawbacks that it makes RT a good alternative.
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