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<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'>Dear All,<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'>I’m using RT 3.4.x installed on Fedora. I’m
trying to set up the approval part since a few days and still have one problem.<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'>I set up two queues: “Approval-Requests” and “Approvals”.
The tickets which need approval will be created in the “Approval-Request”.<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'>I have one template and one scrip for the “Approval
Request” queue as following:<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'>The template:<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'><o:p> </o:p></span></font></p>
<pre><font size=2 face="Courier New"><span style='font-size:10.0pt'>===Create-Ticket: apprreq<o:p></o:p></span></font></pre><pre><font
size=2 face="Courier New"><span style='font-size:10.0pt'>Subject: Approval needed for {$Tickets{'TOP'}->Subject}<o:p></o:p></span></font></pre><pre><font
size=2 face="Courier New"><span style='font-size:10.0pt'>Depended-On-By: TOP<o:p></o:p></span></font></pre><pre><font
size=2 face="Courier New"><span style='font-size:10.0pt'>Queue: Approvals </span></font><font
face=Wingdings><span style='font-family:Wingdings'>ß</span></font> this is the queue where I’m expecting to see the approval ticket<o:p></o:p></pre><pre><font
size=2 face="Courier New"><span style='font-size:10.0pt'>Type: approval<o:p></o:p></span></font></pre><pre><font
size=2 face="Courier New"><span style='font-size:10.0pt'>Owner: username-of-owner #note this is so that notifications work properly<o:p></o:p></span></font></pre><pre><font
size=2 face="Courier New"><span style='font-size:10.0pt'>Content: Someone has created a ticket which needs approval. Please review and approve it, so it can be resolved.<o:p></o:p></span></font></pre><pre><font
size=2 face="Courier New"><span style='font-size:10.0pt'>ENDOFCONTENT<o:p></o:p></span></font></pre><pre><font
size=2 face="Courier New"><span style='font-size:10.0pt'><o:p> </o:p></span></font></pre>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'>The scrip:<o:p></o:p></span></font></p>
<pre><font size=2 face="Courier New"><span style='font-size:10.0pt'><o:p> </o:p></span></font></pre><pre><font
size=2 face="Courier New"><span style='font-size:10.0pt'>Description: Create approval<o:p></o:p></span></font></pre><pre><font
size=2 face="Courier New"><span style='font-size:10.0pt'>Condition: On Create<o:p></o:p></span></font></pre><pre><font
size=2 face="Courier New"><span style='font-size:10.0pt'>Action: Create Tickets<o:p></o:p></span></font></pre><pre><font
size=2 face="Courier New"><span style='font-size:10.0pt'>Template: Create Approval<o:p></o:p></span></font></pre><pre><font
size=2 face="Courier New"><span style='font-size:10.0pt'>Stage: TransactionCreate<o:p></o:p></span></font></pre><pre><font
size=2 face="Courier New"><span style='font-size:10.0pt'><o:p> </o:p></span></font></pre><pre><font
size=2 face=Arial><span style='font-size:10.0pt;font-family:Arial'>After this, I copied all the templates and scrips from the built-in “___Approval” queue to my “Approvals” queue after which I have done one modification to the “When an approval ticket is created” scrip by changing the condition from “User defined” to “On create” (the built-in “___Approval” queue is disabled).<o:p></o:p></span></font></pre><pre><font
size=2 face=Arial><span style='font-size:10.0pt;font-family:Arial'><o:p> </o:p></span></font></pre><pre><font
size=2 face=Arial><span style='font-size:10.0pt;font-family:Arial'>(More detailed description of this process can be found at http://wiki.bestpractical.com/index.cgi?ApprovalCreation)<o:p></o:p></span></font></pre><pre><font
size=2 face=Arial><span style='font-size:10.0pt;font-family:Arial'><o:p> </o:p></span></font></pre><pre><font
size=2 face=Arial><span style='font-size:10.0pt;font-family:Arial'>When I create a ticket in the</span></font> <font
face=Arial><span style='font-family:Arial'>“Approval-Requests” queue, another ticket is created, an approval ticket which should be accessible from my “Approvals” queue. The problem is that it is not. </span></font><font
face=Wingdings><span style='font-family:Wingdings'>L</span></font><font
face=Arial><span style='font-family:Arial'> You can access this approval ticket in the following ways:<o:p></o:p></span></font></pre><pre><font
size=2 face=Arial><span style='font-size:10.0pt;font-family:Arial'><o:p> </o:p></span></font></pre><pre
style='margin-left:36.0pt;text-indent:-18.0pt;mso-list:l0 level1 lfo1'><![if !supportLists]><font
size=2 face=Arial><span style='font-size:10.0pt;font-family:Arial'><span
style='mso-list:Ignore'>1.<font size=1 face="Times New Roman"><span
style='font:7.0pt "Times New Roman"'> </span></font></span></span></font><![endif]><font
face=Arial><span style='font-family:Arial'>by clicking on the left menu named “Approvals” and looking for the pending approvals<o:p></o:p></span></font></pre><pre
style='margin-left:36.0pt;text-indent:-18.0pt;mso-list:l0 level1 lfo1'><![if !supportLists]><font
size=2 face=Arial><span style='font-size:10.0pt;font-family:Arial'><span
style='mso-list:Ignore'>2.<font size=1 face="Times New Roman"><span
style='font:7.0pt "Times New Roman"'> </span></font></span></span></font><![endif]><font
face=Arial><span style='font-family:Arial'>by clicking on the ticket which needs the approval (which is present in the “Approval-Request” queue) and by following the link at the “Depends on” section<o:p></o:p></span></font></pre><pre
style='margin-left:36.0pt;text-indent:-18.0pt;mso-list:l0 level1 lfo1'><![if !supportLists]><font
size=2 face=Arial><span style='font-size:10.0pt;font-family:Arial'><span
style='mso-list:Ignore'>3.<font size=1 face="Times New Roman"><span
style='font:7.0pt "Times New Roman"'> </span></font></span></span></font><![endif]><font
face=Arial><span style='font-family:Arial'>by clicking on the link which goes trough an e-mail to the approvers<o:p></o:p></span></font></pre><pre><font
size=2 face=Arial><span style='font-size:10.0pt;font-family:Arial'><o:p> </o:p></span></font></pre><pre><font
size=2 face=Arial><span style='font-size:10.0pt;font-family:Arial'>Even if I change the queue manually buy editing this approval ticket, it won’t be displayed in any of my queues (which could be still normal because “approval” - type of tickets are not like normal tickets). Still, I would like to see these in my “Approvals” queue.<o:p></o:p></span></font></pre><pre><font
size=2 face=Arial><span style='font-size:10.0pt;font-family:Arial'><o:p> </o:p></span></font></pre><pre><font
size=2 face=Arial><span style='font-size:10.0pt;font-family:Arial'>Anyone could tell me a solution for this problem?<o:p></o:p></span></font></pre><pre><font
size=2 face=Arial><span style='font-size:10.0pt;font-family:Arial'><o:p> </o:p></span></font></pre><pre><font
size=2 face=Arial><span style='font-size:10.0pt;font-family:Arial'>Thanks,<o:p></o:p></span></font></pre><pre><font
size=2 face=Arial><span style='font-size:10.0pt;font-family:Arial'><o:p> </o:p></span></font></pre><pre><font
size=2 face=Arial><span style='font-size:10.0pt;font-family:Arial'>/Lorand. </span></font><o:p></o:p></pre></div>
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