On Tue, May 20, 2003 at 07:04:32PM +0200, Martin Edenhofer 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. ...
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.
This has the disadvantage that I would have to use many queues and that the personnel would have to know/remember which queue is the next for this specific task. But exactly this is what I try to circumvent - some robot should remind everybody what to do next.
-Martin bye,
-christian-