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Andreas,<br>
<br>
Good comment on users approving between stages. We have one
Approval Queue (visable to the users) that handles requests for several
Queses where the work is done. The priviledges are set so the
user/requestor can always see their request, regardless of Queue, but
they can only create tickets in the Approval Queue. After review and
approval, then the request is moved to the working Queue and at that
time we have a script that kicks in for that move, which set stautses
the way we want. We don't use any of the default global scripts for the
Approval Queues. We think we have more control that way and the Tickets
are more visable to the user as well. But hey, good ideas. I like
exchanging thoughts and philosophies on work-flow and stuff. Thanks for
your ideas.<br>
<br>
Kenn<br>
<br>
Andreas Putzo wrote:
<blockquote cite="mid200604022344.36788.putzoa@gmx.de" type="cite">
<pre wrap="">Hi Ken,
On Tuesday 14 March 2006 19:56, Ken Crocker wrote:
</pre>
<blockquote type="cite">
<pre wrap=""> We are attempting to do just that here at LBNL. The "APPROVAL" setup
in RT does not seem to create the kind of audit trail we would like. We
would like a request to keep it's number, that way every stage, from
approval for work to approval for Acceptance testing to approval for
installation is in history for the same request numer and therefore
easier to track. If RT would allow for a few more options in the
drop-down selection for staus (like "pending approvel", "approved for
work", "approved for QA", "approved for inplementation"), we could write
scrips to move a request from a particular approval queue to a work
queue and back to another approval queue (for QA as an example) and on
to implemntation. That way queues can be used as steps in a work flow
and the history of a request remains intact with the same number, going
from queue to queue in the workflow.
</pre>
</blockquote>
<pre wrap=""><!---->
I managed the different approval stages with one queue for each stage,
moving the ticket accordingly.
For convenience, i used the callback in /Elements/RT__Ticket/ColumnMap to
display the actual stage in the status field on the 'RT at a glance' page.
Approval ist requested with a CustomField i created therefor, the stage
status is saved in a hidden CustomField. You may also count the existing
(resolved) dependencies for a ticket within the workflow, but the hidden
custom field works more smoothly, i think.
Just make sure, your co-workers aren't able to resolve tickets in
between :)
regards, andreas
</pre>
</blockquote>
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