bestpractical/rtir — pull request #4 by mauroasilva (2014-11-25 18:18:46+00:00)
Title: 3.2.0 releng

I know that you have always thought of RTIR with a simple workflow in mind in which you have Incidents, which are originated from Incident Reports and give origin to either Blocks or Investigations. The thing is... assume I also want a queue like: "On-Site Support", which is different from "Phone Support"... This could easily be implemented by creating a more dynamic way to deal with the Queues...

The next step would be to put that list of queues and the %TYPE hash on the RTIR Config... That way the system's admin could easily add his needs. This new queues don't need a special treatment... you could have something like:

my %TYPE = (
'incidents' => 'Incident',
'incident reports' => 'Report',
'investigations' => 'Investigation',
'blocks' => 'Block',
'on-site supports' => 'Investigation',
);

And the On-Site Support queue would be handled like any other Investigation.