Hi, I would like to ask if it sounds possible to implement some kind of basic workflows in RT (3.8), especially preventing some status changes.
We are currently designing a hotline/helpdesk, and we need some people not to be able to change the status of some tickets. Because the workflow we want to implement say it's not possible to go from open to resolved directly, or stuff like that. Basically, I'd like to be able to configure RT and tell it which transitions are authorized and which ones aren't, but it doesn't seem possible atm. Scrips doesn't seem ok either, because they can be applied on a running transaction, but can't prevent a transaction to occur. So I could see that a new transaction changes the status, but the only thing I could do would be to change it back, with another transcaction. I'm looking at RT code now, and it seems to see if it would be possible (using Callbacks for example), to prevent some transitions (for example by looking at the “next” status and the “current” status, and only allowing some combination. But it seems that there is no common callback. Modifying ticket status seems to be possible in Create.html (obviously), with a BeforeCreate callback which seems to be able to set a $skip_create preventing the creation, in Update.html with no usable callback, and in Modify/ModifyAll.html, without usable callback either. Is there a (clean) way to do that and implement some basic workflow in RT 3.8? I know it should be possible to do that “the dirty way” as, for example, there are CustomField with strong requirements, and if the edition doesn't pass the CustomField validation, it'll be rejected. It'd be even better if there wasn't any way for an user to do unwanted things “a priori”, but if I can only do that after he validates, but before the transaction occurs, it'd be ok too I guess. Cheers and many thanks for any help, -- Yves-Alexis _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com