Hi everyone,
After successfully installing RT 3.6.1, Asset Tracker, and RTFM, I
started configuring RT to work with the ITIL processes that we’re going
to be implementing in my organization. Not surprisingly I set up the
following queues:
- Support (i.e., “Incidents”)
- Problems
- Changes
- Releases
I also created an “RFC” Asset Type in Asset Tracker.
I’m wondering what kind of cool scrip automation has been done in
creating new tickets in various queues. For example, imagine a work flow
like this:
- An RFC is created and stored in Asset Tracker
- Once the RFC is worked out, an RFC status custom field is set to
“Approved” - Setting the custom field to approved automatically creates a new
ticket in “Changes” which is linked back to the RFC. - After the change process is worked out and approved, a new ticket is
created in “Releases” and linked to the changes ticket. - Release is completed and the ticket resolved, related change ticket
is resolved, and RFC is marked “completed.”
I’m not enough of a scrip wizard yet to have a real clear idea of how
this would go. I’m pretty sure that the ticket creation and linking can
be automated. Has anyone implemented something like this?
-Tim
Tim Wilson, Director of Technology
Buffalo-Hanover-Montrose Schools
214 1st Ave NE Buffalo, MN 55313
ph: 763.682.8740 fax: 763.682.8743 http://www.buffalo.k12.mn.us