Hello On Wed, May 21, 2003 at 09:12:07PM +0200, Martin Edenhofer wrote:
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.
Hmmm.... I don't know your environment exactly. But I would try to use queues for it... so the workflow would be faster (not need to remind everybody...).
I guess I wasn't clear or simplified the example too much. What I need is a way of incorporating a TODO List of say 15 items that are splitted to up to 4 groups into the ticket system. And such TODO list for e.g. 20 to 30 different tasks (registering a domain, installing a server..). Then it gets clearer why I wouldn't want to use queues as queues should be some more general (tech, marketing, management, contacts etc). I'm not so much focussed on the dispatching of the ticket to different people (what you proposed with queues) as to have a permanent TODO list that is automatically written on top of every mail. E.g. if you write a comment then the mail is prefixed with [x] do that [ ] check this [x] do that [x] do another thing And everybody would see how far (in terms of the specified workflow) a ticket is. Apropos state, what I need resembles the common states (open, active, pending, close) very much, only that I need a) specific states for some kinds of tickets (example above) b) multiple of this "states" should be checkable (like a checkbox I mean) in random order c) checking this checkboxes should be able to trigger an self defined action. d) these checkboxes that were defined for the different ticket "kinds"/"templates" should be displayed in HTML on the web frontent (maybe checkable per email, too?) This just to make my idea clear in case of anybody likes it too and has much spare time to implement it before I will do somewhen... bye, -christian-