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<p class=MsoNormal>We are looking into using RT for approvals (3.8.1). I
have the queues working as described in the wiki (and archives). So far
so good. What I did notice though, when I had multiple requestors they were
getting the first set of e-mails concurrently. This is reminiscent
of another thread that said both approvers were getting the message at the same
time <a
href="http://www.gossamer-threads.com/lists/rt/users/76898?search_string=approvals;#76898">http://www.gossamer-threads.com/lists/rt/users/76898?search_string=approvals;#76898</a>
<o:p></o:p></p>
<p class=MsoNormal>We never used approvals in <3.8.1 so I don’t know
if the behavior was different then.<o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>Here is what we have observed. <o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>-Two Approvers-<o:p></o:p></p>
<p class=MsoNormal>Requestor opens a ticket for approval<o:p></o:p></p>
<p class=MsoNormal>Requestor gets automated reply<o:p></o:p></p>
<p class=MsoNormal>Approver1 gets an e-mail telling them someone opened a
ticket that needs to be approved and receives one for Approver2 at the same
time<o:p></o:p></p>
<p class=MsoNormal>Approver2 gets the same e-mail Approver1 received and receives
one for themselves at the same time<o:p></o:p></p>
<p class=MsoNormal>Approver1 approves the request, Approver2 gets the AdminCC
on it<o:p></o:p></p>
<p class=MsoNormal>Requestor gets “Your ticket has been approved by DOT”
The approver name doesn’t show up<o:p></o:p></p>
<p class=MsoNormal>Requestor gets “Your request has been approved by
username…”<o:p></o:p></p>
<p class=MsoNormal>Approver2 gets the “new item pending your approval…”
message<o:p></o:p></p>
<p class=MsoNormal>Approver2 approves the message<o:p></o:p></p>
<p class=MsoNormal>Requestor gets the “your request has been approved…”
message<o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>-Single Approver-<o:p></o:p></p>
<p class=MsoNormal>Requestor opens a ticket for approval<o:p></o:p></p>
<p class=MsoNormal>Requestor gets automated reply<o:p></o:p></p>
<p class=MsoNormal>Approver1 gets an e-mail telling them someone opened a
ticket that needs to be approved<o:p></o:p></p>
<p class=MsoNormal>Approver1 approves the request<o:p></o:p></p>
<p class=MsoNormal>Requestor gets “Your ticket has been approved by DOT”
The approver name doesn’t show up<o:p></o:p></p>
<p class=MsoNormal>Requestor gets “Your request has been approved by
username…”<o:p></o:p></p>
<p class=MsoNormal>Requestor gets the “your request has been approved…”
message<o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>I’m not sure if the above is “by design”
or if I’m missing something. The biggest items that strike me are:<o:p></o:p></p>
<p class=MsoNormal>-Since both Approvers get the initial e-mail about the request,
they would both go in to approve the ticket. However, Approver2 doesn’t
have anything in his Approvals link until Approver1 approves first (this is not
manager friendly :)<o:p></o:p></p>
<p class=MsoNormal>-The automated response that doesn’t have the proper
username, it looks like its just a blank space.<o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>Thanks<o:p></o:p></p>
<p class=MsoNormal>Helmuth<o:p></o:p></p>
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