[rt-users] Approvals not working - and why won't Quick Search work?

Fri Jul 30 12:48:34 EDT 2010

On Fri, Jul 30, 2010 at 11:44:15AM -0400, Michael James wrote:
> It still seems to me that a straightforward SQL search should work... no matter how the ticket was created, although my goal is to get approvals working. I will enable the default queue and work with that for now.

you really should try to work within __Approvals, especially if your
Template is going to create Type => 'approval'
Tickets have a different Type
I suggest that in your select * from rt3.Tickets you also examine the
Type column.  Normal ticket searches in the RT web ui are never going
to show non-ticket tickets

-kevin

> Mike
> 
> >>> "Michael James" <MJames at stonebridgebank.com> 7/29/2010 4:43 PM >>>
> I queried the rt3 MySQL database to see what I could see vis-a-vis the approval process. In points 1, 2, 3, and 4, I'm building a case to prove I'm not crazy. If you can explain the results of Quick search in #5, I would be highly appreciative!
> 
> 1. SELECT * FROM `rt3`.`Queues` where Name = 'ChangeApproval'
> 1 row fetched: 22, 'ChangeApproval', 'Queue to hold templates for Change Mgmt approval', '', '', 0, 0, 0, 28, '2007-01-04 19:42:12', 28, '2007-01-04 19:42:12', 0
> 
> 2. SELECT * FROM `rt3`.`Tickets` where Queue = '22'
> 19 rows fetched. Here are some columns of data. Sorry I can't show all. 
> 
> id	EffectiveId	Status
> 1157	1157		new
> 2849	2849		new
> 7458	7458		new
> 7461	7461		new
> 7464	7464		new
> 7466	7466		new
> 820	820		resolved
> 822	822		resolved
> 824	824		resolved
> 2657	2657		resolved
> 2851	2851		resolved
> 2876	2876		resolved
> 2878	2878		resolved
> 2880	2880		resolved
> 2882	2882		resolved
> 2884	2884		resolved
> 2886	2886		resolved
> 2888	2888		resolved
> 2917	2917		resolved
> 
> 
> 3. Now, note the headers below for ticket #7461, which confirms Queue = ChangeApproval. 
> 
> Wed Jul 28 13:59:08 2010: Request 7461 was acted upon.
> Transaction: Ticket created by RT_System
>        Queue: ChangeApproval
>      Subject: Approve Change Request for another test
>        Owner: Nobody
>   Requestors: 
>       Status: new
> Ticket <URL: http://tracker.stonebridgebank.com/rt/Ticket/Display.html?id=7461 >
> 
> Someone has created a Change Request.  Please review.
> 
> 4. SELECT * FROM `rt3`.`Tickets` where id = '7461'
> 
> id	EffectiveId	Queue	Type
> 7461	7461		22	approval
> 
> 5. From my RT at a Glance page, when I click on the quick search for ChangeApproval queue - returns 0 hits. 
> 
> http://tracker.stonebridgebank.com/rt/Search/Results.html?Query=Queue = 'ChangeApproval' AND (Status = 'new' OR Status = 'open' OR Status = 'stalled')
> 
> Why don't any of the approvals with status=new show in the results screen? Any ideas what is going on here?
> 
> Mike
> 
> 
> 
> >>> "Michael James" <MJames at stonebridgebank.com> 7/28/2010 4:57 PM >>>
> It worked on 3.4.6, which is the version we were using before 3.8.8.
> 
> >>> "Foggi, Nicola" <NFOGGI at depaul.edu> 7/28/2010 4:48 PM >>>
> 
> 
> I was never able to get a queue working with approvals other than the default __Approvals queue, if you use that does it work?
> 
> Nicola
> 
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com on behalf of Michael James
> Sent: Wed 7/28/2010 3:38 PM
> To: RT Users <rt-users at lists.bestpractical.com 
> Subject: [rt-users] Approvals not working
> 
> Hi, I used example code on the wiki to create a PO-Request type approval in RT3.8.8 http://wiki.bestpractical.com/view/ApprovalCreation The process creates new ticket(s) but isn't quite right yet.
> 
> I created 2 queues: ChangeRequest and ChangeApproval and both are enabled.
> 
> ChangeRequest queue has 1 scrip:
> 
> On Create, Create Tickets with template CreateApproval, stage TransactionCreate. with no User defined conditions.
> 
> The CreateApproval template is pretty much cut-n-paste from the wiki:
> 
> ===Create-Ticket: poreq
> Subject: Approve Change Request for {$Tickets{'TOP'}->Subject}
> Depended-On-By: TOP
> Queue: ChangeApproval
> Type: approval
> Owner: username-of-owner   #note this is so that notifications work properly
> Content: Someone has created a Change Request.  Please review.
> ENDOFCONTENT
> 
> For the ChangeApproval queue, I copied/pasted all of the scrips and templates from the default __Approvals queue. 
> 
> When I create a new ticket in the ChangeRequest queue, a 2nd ticket is created and notifications are sent to the watchers that a new ticket is awaiting approval. However, the approvals don't show up in My Approvals. Nor do they show up in the ChangeApproval queue when I search for them. The tickets/approvals exist, I can see them in the Tickets table with type=approval.
> 
> I can't sort out what I've done wrong. Any ideas?
> 
> Mike
> 
> 
> 
> 
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> 
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