Agreed - we often use linked tickets here.
For example, I want the NetOps team to do something on the ticket so I create a
child ticket and assign that to their queue.
(If there is a dependency, I create a DependsOn instead of Child).
This offers a secondary benefit of cleaning up reporting -
The simplest approach is probably to use Links. Under the Links section,
you'll see a Create button that lets you easily create a linked ticket.
You can have your internal conversation on the linked ticket and just
reply back to the requestor when it's appropriate.
On 2/23/16 3:04 PM, Lieven
Hello group,
We're using RT for several years now and upgraded recently to RT 4.4
A lot of our tickets involve requests where the owner of the ticket needs to
make some inquiries or put other departments at work.
e.g. As a response to a ticket a new user account has to be created and some
Hello everyone.
My thanks again to everyone that responded to my earlier inquiry.
We now have a web page that uses the REST API to create a colored progress
chart. We are using custom actions to update "TimeLeft" on certain actions, for
example if a ticket is resolved we set TimeLeft to 0.
