Hi Christian, On Fri, May 16, 2003 at 09:26:38AM +0200, Christian Hammers wrote:
We're currently using the RUST ticket system and would like to switch to something else which offers a kind of workflow-ticket classes. What I mean is that a ticket can be of a specific class which has some predefined points which when reached activate some actions like assigning another group, altering the priority or state etc.
To make it clearer an example: * A ticket of class "Installation" is opened by an employee. * He enters the customer's address etc and clicks on "stage1 reached" or similar. * The ticket gets automatically assigned to the tech group with a medium priority. * They install whatever and click on "stage2 reched". * The ticket then gets automatically back to the account manager who checks that everything was ok and writes the bill and closes the ticket.
I know from the docs that there are some hooks for little robot scripts but I wonder if anybody has ever implemented the above idea?
If not I have some ideas with special keywords like X-Checkpoint: 1,2,3 X-Assign 1 tech@example.com X-Priority 1 medium X-Priority 2 important X-Tags 3 + billing and X-Reached 2 The robot would then check the mail of a thread from top to bottom, parses the first set of commands and look if it finds some "reached" lines. The could e.g. be hidden by the web frontend and be displayed in form of a little checkbox field on the side so that every collegue is able to easyly use them. Any comments?
Why so complicated. I would use the queues to manage this. * A ticket is opened (with customer's address etc) by an employee and is in queue 'Installation-Tech' (assigned to a group of people). * They install whatever and move the ticket into queue 'Installation-Account-Manager' (to an other group of people). * The account manager who checks that everything was ok and writes the bill and closes the ticket. -=> I also would write the bill (automatically! or the most parts) by an OTRS module. So you can take the customers address, the accounted time, the ticket number, the create and close time, ... (of course this would be a custom module).
bye,
-christian-
-Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ --