Re: [rt-users] Difference between Parent/Child and Depends on/Depended on by?
Richard, Actually, I've NEVER been able to resolve a parent ticket without all the children tickets being resolved first. Because of the way the LINKS table works, I can have a child ticket ALSO be a "DependedOnBy" ticket as well, although I'm not sure that is required. I even remember someone on the list having written a scrip that checks all dependencies, parents, etc and when the last dependency for a parent is resolved, the parent is automatically resolved as well. As to automatic sanity, I created a query to run whenever I go to the home page that lists all non-resolved tickets and all the dependencies/children as well as the Custom Fields that shows their "Work-Status" (In Progress, Unit Testing, system Testing, etc.), Due date, TIme Left, priorities, owners, etc. SO whenever I need to see what's up, I just go to my home page. No sweat! I don't need departments because each of our support queues works for one department. We have over 115 support Queues and each queue has one manager (AdminCc) and 1 support group (techies) and 1 User group as well as a few other groups allowed to participate in either a consulting or watching role. We let the Queue Manager (AdminCc) manage who is allowed to access their queue. Not only is all our project management of each project done with RT, but we have our own Approval Queues set up with new Ticket Statuses like "pending rv", "rq approvd" for review and approval before we move it to the appropriate support queue. We have an entire User guide to show our users how to use this infrastructure as well as a "Queue Admin" guide to show our Queue managers how to manage their queues and the privileges they have and how to use them. Because of the nature of our infrastructure for software support, we also have Ticket Statuses of "pending qa" and "qa approvd" for our QA/User Acceptance testing procedures as well as scrips to ensure that the developer does NOT approve their own work. I also created a "Glossary of Terms", "Rights Dictionary", and "Data Dictionary" as tools for management of RT. We have no loss of "AUTOMATIC SANITY". Hope this helps. Kenn LBNL On 9/23/2008 4:11 AM, Richard Hartmann wrote: > On Mon, Sep 22, 2008 at 19:07, Kenneth Crocker <[EMAIL PROTECTED]> wrote: > >>We use the Parent/Child and DependsOn relationships a great deal and >> this is how we do it. Whenever we have a ticket that in and of itself causes >> other work to be done within the SAME support group for the same queue, we >> make those tickets "Children" tickets of the main/original request ticket. > [...] >> This allows us to create spreadsheet that becomes a project management >> report. > > Thanks for taking the time to explain your process. It seems to me that you > are mainly using parent/child vs depends for management purposes, i.e. to > show which business unit did what. > You do this at the loss of automatic sanity checking (i.e. forcing the large > ticket to stay open until all subtickets have been closed), but from how you > write, I assume it's working nicely, for you. > > > I still can't see the advantage in this scheme (for example, you could use > depends and another CF that holds the name of the department), but as > I said, I may simply think about this the wrong way and/or just work > differently. > > > Again, thanks for your mail, > Richard > ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Difference between Parent/Child and Depends on/Depended on by?
On Mon, Sep 22, 2008 at 19:07, Kenneth Crocker <[EMAIL PROTECTED]> wrote: >We use the Parent/Child and DependsOn relationships a great deal and > this is how we do it. Whenever we have a ticket that in and of itself causes > other work to be done within the SAME support group for the same queue, we > make those tickets "Children" tickets of the main/original request ticket. [...] > This allows us to create spreadsheet that becomes a project management > report. Thanks for taking the time to explain your process. It seems to me that you are mainly using parent/child vs depends for management purposes, i.e. to show which business unit did what. You do this at the loss of automatic sanity checking (i.e. forcing the large ticket to stay open until all subtickets have been closed), but from how you write, I assume it's working nicely, for you. I still can't see the advantage in this scheme (for example, you could use depends and another CF that holds the name of the department), but as I said, I may simply think about this the wrong way and/or just work differently. Again, thanks for your mail, Richard ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Difference between Parent/Child and Depends on/Depended on by?
Richard, We use the Parent/Child and DependsOn relationships a great deal and this is how we do it. Whenever we have a ticket that in and of itself causes other work to be done within the SAME support group for the same queue, we make those tickets "Children" tickets of the main/original request ticket. This can go to several leve3ls, if necessary. When a queue receives a ticket that requires work to be done by another support group for another queue, we create a ticket in that other queue and make the relationship a "DepensOn" ticket. For example, my support queue may get a request ticket that requires several programs to be developed. the origianl ticket is the parent and the ticket for each new program will be children tickets. Each of those children tickets may also require work, like a sub-routine that can be used by all the other children tickets. At the same time, this work may also require a new field to be defined in the DataBase. So we then create a ticket in the DBA queue for that field and THAT new ticket in the DBA queue will be created as a "DenedsOn' ticket. I can see all those relationships when I run a search that includes "Parents", "Children", "DependsOn", and "DependedOnBy" as well as the due dates and "Work-Status" (a CF we have as mandatory for every ticket in all queues. It shows what process the work or development is in, ie. "Requested", "In Process", "UnitTesting", "System Testing", "QA Testing"). This allows us to create spreadsheet that becomes a project management report. Hope this helps. Kenn LBNL On 9/22/2008 4:10 AM, Richard Hartmann wrote: > Hi all, > > what is the conceptual difference between Parent/Child and Depends on/ > Depended on by? To me, they mean essentially the same and I can't come > up with a use case where both would be used simultaneously or even just > differently. > > If there is no real difference, wouldn't it make sense to deprecate > either (while still supporting it, of course). > > > Richard > ___ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: [EMAIL PROTECTED] > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Difference between Parent/Child and Depends on/Depended on by?
Richard, There is also another difference. In the LINKS table, the "TYPE" of link maintained for a ticket is also different. In a situation where there is a Parent/Child relationship, the type is defined as "MembersOf" and if it is a DependsOn relationship, then the type is defined as "DependsOn". This would be important when creating a search. Hope this helps. Kenn LBNL On 9/22/2008 7:35 AM, Richard Hartmann wrote: > On Mon, Sep 22, 2008 at 15:03, Stephen Turner <[EMAIL PROTECTED]> wrote: > >> Parent/child simply describes a relationship between tickets (children >> belong to parent). Depends on enforces a rule - the depended on ticket must >> be resolved before its dependent tickets can be resolved. > > So basically, parent/child sit between the strong Depend and the weak > Refer. Not sure if that is useful in any application, but I now know > that I don't need it for my workflows. > > > Thanks :) > Richard > ___ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: [EMAIL PROTECTED] > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Difference between Parent/Child and Depends on/Depended on by?
On Mon, 22 Sep 2008 10:35:01 -0400, Richard Hartmann <[EMAIL PROTECTED]> wrote: > > So basically, parent/child sit between the strong Depend and the weak > Refer. Not sure if that is useful in any application, but I now know > that I don't need it for my workflows. > > > Thanks :) > Richard I think we've used parent/child to group tickets that refer to the same issue - for example an outage reported by several people. It makes it easy to locate all those tickets and send out a single reply to them all when the outage is fixed. Steve -- Stephen Turner Senior Programmer/Analyst - SAIS MIT IS&T ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Difference between Parent/Child and Depends on/Depended on by?
On Mon, Sep 22, 2008 at 15:03, Stephen Turner <[EMAIL PROTECTED]> wrote: > Parent/child simply describes a relationship between tickets (children > belong to parent). Depends on enforces a rule - the depended on ticket must > be resolved before its dependent tickets can be resolved. So basically, parent/child sit between the strong Depend and the weak Refer. Not sure if that is useful in any application, but I now know that I don't need it for my workflows. Thanks :) Richard ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Difference between Parent/Child and Depends on/Depended on by?
On Mon, 22 Sep 2008 07:10:22 -0400, Richard Hartmann <[EMAIL PROTECTED]> wrote: > Hi all, > > what is the conceptual difference between Parent/Child and Depends on/ > Depended on by? To me, they mean essentially the same and I can't come > up with a use case where both would be used simultaneously or even just > differently. > > If there is no real difference, wouldn't it make sense to deprecate > either (while still supporting it, of course). > > > Richard Parent/child simply describes a relationship between tickets (children belong to parent). Depends on enforces a rule - the depended on ticket must be resolved before its dependent tickets can be resolved. I would point you to the RT Essentials book, but this part is backwards in the book (in my edition at least). STeve -- Stephen Turner Senior Programmer/Analyst - SAIS MIT IS&T ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Difference between Parent/Child and Depends on/Depended on by?
Hi all, what is the conceptual difference between Parent/Child and Depends on/ Depended on by? To me, they mean essentially the same and I can't come up with a use case where both would be used simultaneously or even just differently. If there is no real difference, wouldn't it make sense to deprecate either (while still supporting it, of course). Richard ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
