Re: [rt-users] RT Workflow and queue management
Hi There is no such functionality at the moment. Regards, Ruslan. From phone. 2010 10 21 17:49 пользователь bob bob spenny...@googlemail.com написал: Hi All, I have a quick question about rt workflows. As an example. I've created a queue 'Instalation' and created Custom Fields for Rack, Power, DNS. When a new ticket is created in Installation, Sub tickets are created each for Rack, DNS, etc. The workflow would be for a generic 'Server install'. My problem at the moment is what if I want a different type of Installation, lets say PC install -- This would in the same queue but would require a different set of Custom Fields, OS Type, Username, Desk Number for example. Or Telephone Install. The list goes on. So my question... Is there any way to hide/show certain custom fields based on the type of request being created in the Installation queue. Regards S
Re: [rt-users] RT Workflow and queue management
One could make two queues, and make the custom fields associated with both queues. One could keep the appearance of a unified queue by making the requests go to a parent queue, and then, based on what type of install it is, have the RT operators move it to the correct child queue at that point. Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Fax: (212) 994-4260 Mobile: (917) 488-6248 jnar...@seniorbridge.com seniorbridge.comhttp://www.seniorbridge.com/ [http://www.seniorbridge.com/images/seniorbridgedisclaimerTAG.gif] SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you. From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Ruslan Zakirov Sent: Friday, October 22, 2010 10:03 AM To: bob bob Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] RT Workflow and queue management Hi There is no such functionality at the moment. Regards, Ruslan. From phone. 2010 10 21 17:49 пользователь bob bob spenny...@googlemail.commailto:spenny...@googlemail.com написал: Hi All, I have a quick question about rt workflows. As an example. I've created a queue 'Instalation' and created Custom Fields for Rack, Power, DNS. When a new ticket is created in Installation, Sub tickets are created each for Rack, DNS, etc. The workflow would be for a generic 'Server install'. My problem at the moment is what if I want a different type of Installation, lets say PC install -- This would in the same queue but would require a different set of Custom Fields, OS Type, Username, Desk Number for example. Or Telephone Install. The list goes on. So my question... Is there any way to hide/show certain custom fields based on the type of request being created in the Installation queue. Regards S
[rt-users] RT Workflow and queue management
Hi All, I have a quick question about rt workflows. As an example. I've created a queue 'Instalation' and created Custom Fields for Rack, Power, DNS. When a new ticket is created in Installation, Sub tickets are created each for Rack, DNS, etc. The workflow would be for a generic 'Server install'. My problem at the moment is what if I want a different type of Installation, lets say PC install -- This would in the same queue but would require a different set of Custom Fields, OS Type, Username, Desk Number for example. Or Telephone Install. The list goes on. So my question... Is there any way to hide/show certain custom fields based on the type of request being created in the Installation queue. Regards S
Re: [rt-users] RT Workflow and queue management
Bob, I'm not clear on exactly what you're looking for in terms of workflow, but you could create a Custom Field and link those values to the category of some other Custom Fields and that would limit what they see, to a degree. Perhaps you can live with that? Kenn LBNL On Thu, Oct 21, 2010 at 6:49 AM, bob bob spenny...@googlemail.com wrote: Hi All, I have a quick question about rt workflows. As an example. I've created a queue 'Instalation' and created Custom Fields for Rack, Power, DNS. When a new ticket is created in Installation, Sub tickets are created each for Rack, DNS, etc. The workflow would be for a generic 'Server install'. My problem at the moment is what if I want a different type of Installation, lets say PC install -- This would in the same queue but would require a different set of Custom Fields, OS Type, Username, Desk Number for example. Or Telephone Install. The list goes on. So my question... Is there any way to hide/show certain custom fields based on the type of request being created in the Installation queue. Regards S
