On 18-1-2016 22:59, Mike Diehl wrote: > Hi all, > > I've recently started using RT. I chose it because it was written in Perl > (as > is the rest of my system) and had a lot of integration and extension hooks. > > > 3. If a customer opens a ticket but requests several things, what is the > best > way to track the progress of those tasks individually? I see that I should > be > able to create associated tickets, but I don't see/understand how those get > related and updated. I would love some comments on how others manage this. If they enter their requests in a structured way then you could parse it and automatically create tickets. We use a modified version from the wiki which splits a request in components and makes depends on tickets from it. Ex: This is the body of the parent ticket which will get split into multiple tasks. - This would be the subject of task one And this would be the body of task one. Can span multiple lines if you wish. - This would be the subject of task two And ofcourse the body - - This would be the subject of task two.one and the body.
Regards, Joop