<div dir="ltr">Dear Jesse,<br><br>The setup only uses a single script and template. The setup works out of the box as described in "RT Essentials". In the v3.6.3, the email to the director won't fire off until the manager approves his ticket. This was achieved using the "Depends-On" directive in the director's template. In 3.6.7, both manager and director will get the emails as soon as the approval tickets are created. The director won't be able to resolve his ticket though if the manager hasn't approve his. Any idea?<br>
<br><br><div class="gmail_quote">On Mon, Jul 28, 2008 at 9:19 PM, Jesse Vincent <<a href="mailto:jesse@bestpractical.com">jesse@bestpractical.com</a>> wrote:<br><blockquote class="gmail_quote" style="border-left: 1px solid rgb(204, 204, 204); margin: 0pt 0pt 0pt 0.8ex; padding-left: 1ex;">
<div style=""><br><div><div class="Ih2E3d"><div>On Jul 28, 2008, at 2:41 AM, Hong Fai Leong wrote:</div><br><blockquote type="cite"><div dir="ltr">Hi Jesse,<br><br>Thanks for answering my mail.<br><br>Here's my workflow setup. The idea here is to use the multi-stage approvals for the request which requires the manager approval before redirecting it to the director for approval.<br>
<br></div></blockquote></div><div>That basically looks right. Which scrips fire when the ticket is created? When does the "notify the director" scrip fire?</div><div><div></div><div class="Wj3C7c"><div><br></div>
<br><blockquote type="cite"><div dir="ltr">Templates:<br><br>===Create-Ticket: manager-endorsement<br>Subject: Recruitment Request Endorsement::{$Tickets{'TOP'}->Subject}<br>Depended-On-By: TOP<br>Queue: ___Approvals<br>
Type: approval<br>Owner: {<br> return $Tickets{'TOP'}->FirstCustomFieldValue('Approving Requester/Manager Id');<br>}<br>Content: Manager endorsement is needed for this request.<br>Please see the parent ticket for details.<br>
ENDOFCONTENT<br> <br>===Create-Ticket: director-endorsement<br>Subject: Recruitment Request Endorsement::{$Tickets{'TOP'}->Subject}<br>Depends-On: manager-endorsement<br>Depended-On-By: TOP<br>Queue: ___Approvals<br>
Type: approval<br> Owner: ccelhf<br>Content: Director endorsement is needed for this request.<br>Please see the parent ticket for details.<br>ENDOFCONTENT<br><br>Scrips:<br><br>On Create, Create ticket with the above template.<br>
<br><br>Hong-Fai<br> <br><br><div class="gmail_quote">On Sun, Jul 27, 2008 at 8:37 AM, Jesse Vincent <span dir="ltr"><<a href="mailto:jesse@bestpractical.com" target="_blank">jesse@bestpractical.com</a>></span> wrote:<br>
<blockquote class="gmail_quote" style="border-left: 1px solid rgb(204, 204, 204); margin: 0pt 0pt 0pt 0.8ex; padding-left: 1ex;"> <div><br><div><div><div></div><div><div>On Jul 24, 2008, at 9:51 PM, Hong Fai Leong wrote:</div>
<br><blockquote type="cite"><div dir="ltr">I've followed the example in "RT Essentials" on configuring a multistage approval. It worked beautifully in v3.6.3. It fails to work after I've upgraded RT to v3.6.7.<br>
<br>In 3.6.3, the second approver will only receive an email upon the first approval resolution of the approving ticket.<br> <br>In 3.6.7, both approvers will receive emails at the same time.<br><br>Can someone confirm this behaviour? I would really like to have back the behaviour found in <a href="http://3.6.3." target="_blank">3.6.3.</a> Can anyone out there who can help me on this. This is really important in what I'm going to do in my organization. Any advice is much appreciated. Thanks.</div>
</blockquote><div><br></div></div></div><div>With the information you've given us so far, it's fairly hard to debug. RT 3.6.3 was..quite a long time ago and we've fixed a fair number of bugs. It may well be the case that one of those fixes has unintended consequences. If you can share your workflow configuration with the list, someone might be able to spot something.</div>
<div><br></div><div>Best,</div><div>Jesse Vincent</div><div>Best Practical</div><br><blockquote type="cite"><div dir="ltr"><br> </div> _______________________________________________<br><a href="http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users" target="_blank">http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users</a><br>
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