Our current work-flow policy requires four people to be involved in resolving most customer software/data change requests. One of the company partners to approve the request, one person to do the development, one to do the testing and another to push it into production.
I'm attempting to create this same work-flow in RT but running into some issues in doing so. First, I tried to do it with a custom field with values for each step; but we have a couple developers who have caused the company partners to request that a ticket can not be resolved until each step is completed. I then attempted to spawn a separate dependant ticket on create; but this has caused issues with the testing department or sys admins wanting to only see tickets that are ready to be tested or pushed. My next idea is to create a queue no one can see, and wait for the custom field to change to a given value then have the tickets move from that queue to the queues people can see, but this seems messy to me. Also, I have a feeling the developers aren't going to want to see a status of (Pending 2 other tickets) on all of their tickets. Has anyone else solved this type of problem, if so what how did you go about doing it? Thanks in advance, Jeremy _______________________________________________ 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