On Fri, Jun 06, 2014 at 03:02:54PM +0000, Rob Moerman wrote: > In order to support our internal compliance processes, I’m exploring the > possibility of including custom fields to be triggered only on resolution of > an > incident. For example, I would like to create fields in support of root cause > analysis and post incident review/deficiency assignment and tracking, but only > have them show up to be filled out on the “resolve ticket” page. > > Ideally, I’d like to find a way to use RTIR to pull compliance gaps or > deficiencies out of incident tickets and into another queue, and/or generate a > specific report showing Incident, Root Cause, Recommendation, Assigned To and > Due Date (for example)…kind of like how investigations are linked to > incidents, > link “Deficiencies” to incidents in the same way for tracking but allow them > to > remain open once an incident is closed. > > Anyone done anything like this? I’m not much of a coder…but I can follow > basic > instructions J
Unfortunately, you will have to write code to do this. There's RT-Extension-MandatoryOnTransition for core RT that lets you make certain fields required during Resolve, but it won't work out of the box on RTIR. An engineer recently implemented mandatory fields on resolve for a client using the callbacks available in html/RTIR/Incident/Reply.html and html/RTIR/Incident/Display.html (BeforeReply and ProcessArguments respectively). You have enough rope to stop resolution there, although you'll need to write more code to expose only the CFs you wanted edited, and figure out where in the already complicated UI to jam them. It's certainly doable to create tickets in another queue after Incident resolution (and copy data) using CreateTickets http://bestpractical.com/docs/rt/latest/RT/Action/CreateTickets.html -kevin
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