On 12/12/11 18:58, Daniel Garcia Mejia wrote:
Then you can define the following workflow?
1.-Create a ticket in a queue.
2.-Automatically pass this ticket to queue '__Approvals' that it is
necessary to approve some users.
3.-When the ticket is approved by the some users, that the ticket go
to another queue differently.
Is it possible?
THANKS!!:)
On 12/12/11 18:10, Daniel Garcia Mejia wrote:
Hi,
I have a question about creating approvals in RT. I don't understand
how it worksApprovals. Is to define a template 'Queue: ___Approvals'
in a queue where we want to implement the Approval?
Conceptually, 'Approval' is a separate queue where we send tickets
that must be approved prior to solving them? What is the difference
then with the concept of parent-child ticket? (because I can not see
the difference between Approval and parent-child ticket)
Thanks!!
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/ / Daniel García Mejía
C E / S / C A Portals i Repositoris
/_/ Centre de Serveis Científics i Acadèmics de Catalunya
Gran Capità, 2-4 (Edifici Nexus) - 08034 Barcelona
T. (NULL) - F. 93 205 6979 -dgar...@cesca.cat
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/ / Daniel García Mejía
C E / S / C A Portals i Repositoris
/_/ Centre de Serveis Científics i Acadèmics de Catalunya
Gran Capità, 2-4 (Edifici Nexus) - 08034 Barcelona
T. (NULL) - F. 93 205 6979 -dgar...@cesca.cat
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Thanks Kevin! I answer some question, please read if you have time,
thank you!
1.- What is it you want to use RT for?
I'm working in a company that provides services to various clients and
want to implement the new version of RT (currently have 3.6).
Naturally, the company has different departments but now I'm trying to
implement a specified workflow.
2.- How many user will be making requests?
This 'workflow' consists of 3 types of users:
A.- User A can accept tickets that create the user B.
B.- User B can accept user C.
C.- User C can not accept tickets.
How many steps in your flow do you envision and what are they for?
This 'workflow' consists of the following steps:
1.-For example User B creates a ticket in a queue 'Example1'.
2.-Automatically, the ticket going to have to be approved by a user C.
3.-When the user has accepted the ticket C User B, it passes to another
queue ticket 'Example2' with status 'resolved'.
Is that possible?
3.-Who will work on the tickets in these steps and how many of THEM are
there?
In the above example, we see that type of ticket that intervened User B
and C, user A has not intervened as it interacts with B Only
THANKS!!!
Best regards!
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/ / Daniel García Mejía
C E / S / C A Portals i Repositoris
/_/ Centre de Serveis Científics i Acadèmics de Catalunya
Gran Capità, 2-4 (Edifici Nexus) - 08034 Barcelona
T. (NULL) - F. 93 205 6979 - dgar...@cesca.cat
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