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

Michael James MJames at stonebridgebank.com
Fri Jul 30 13:30:52 EDT 2010


Thanks, Kevin. Okay, I now see that approval != ticket and that's why the quick search wouldn't work. Still can't see the approvals on the Approval page, however. I will enable __Approvals and see about getting things to work from there.

Mike

>>> Kevin Falcone <falcone at bestpractical.com> 7/30/2010 12:48 PM >>>
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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> 
> 
> The information in this message may be proprietary and/or confidential, and protected from disclosure. If the reader of this message is not the intended recipient, or an employee or agent responsible for delivering this message to the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. If you have received this communication in error, please notify Stonebridge Bank immediately by replying to this message and deleting it from your computer.
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com


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