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<P><FONT SIZE=2>i spent a good few weeks playing with it before, and i just resorted to using the __Approvals queue... but i remember seeing inconsistencies in some of the docs about how to setup approvals under older version and what i was seeing in 3.8... if i remember correctly, some of the approval stuff was done via scrips before, those are now no longer there and are handled within the DB/APP, but not just a simple scrip anymore...<BR>
<BR>
Nicola<BR>
<BR>
-----Original Message-----<BR>
From: rt-users-bounces@lists.bestpractical.com on behalf of Michael James<BR>
Sent: Thu 7/29/2010 3:43 PM<BR>
To: RT Users<BR>
Subject: Re: [rt-users] Approvals not working<BR>
<BR>
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!<BR>
<BR>
1. SELECT * FROM `rt3`.`Queues` where Name = 'ChangeApproval'<BR>
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<BR>
<BR>
2. SELECT * FROM `rt3`.`Tickets` where Queue = '22'<BR>
19 rows fetched. Here are some columns of data. Sorry I can't show all.<BR>
<BR>
id EffectiveId Status<BR>
1157 1157 new<BR>
2849 2849 new<BR>
7458 7458 new<BR>
7461 7461 new<BR>
7464 7464 new<BR>
7466 7466 new<BR>
820 820 resolved<BR>
822 822 resolved<BR>
824 824 resolved<BR>
2657 2657 resolved<BR>
2851 2851 resolved<BR>
2876 2876 resolved<BR>
2878 2878 resolved<BR>
2880 2880 resolved<BR>
2882 2882 resolved<BR>
2884 2884 resolved<BR>
2886 2886 resolved<BR>
2888 2888 resolved<BR>
2917 2917 resolved<BR>
<BR>
<BR>
3. Now, note the headers below for ticket #7461, which confirms Queue = ChangeApproval.<BR>
<BR>
Wed Jul 28 13:59:08 2010: Request 7461 was acted upon.<BR>
Transaction: Ticket created by RT_System<BR>
Queue: ChangeApproval<BR>
Subject: Approve Change Request for another test<BR>
Owner: Nobody<BR>
Requestors:<BR>
Status: new<BR>
Ticket <URL: <A HREF="http://tracker.stonebridgebank.com/rt/Ticket/Display.html?id=7461">http://tracker.stonebridgebank.com/rt/Ticket/Display.html?id=7461</A> ><BR>
<BR>
Someone has created a Change Request. Please review.<BR>
<BR>
4. SELECT * FROM `rt3`.`Tickets` where id = '7461'<BR>
<BR>
id EffectiveId Queue Type<BR>
7461 7461 22 approval<BR>
<BR>
5. From my RT at a Glance page, when I click on the quick search for ChangeApproval queue - returns 0 hits.<BR>
<BR>
<A HREF="http://tracker.stonebridgebank.com/rt/Search/Results.html?Query=Queue">http://tracker.stonebridgebank.com/rt/Search/Results.html?Query=Queue</A> = 'ChangeApproval' AND (Status = 'new' OR Status = 'open' OR Status = 'stalled')<BR>
<BR>
Why don't any of the approvals with status=new show in the results screen? Any ideas what is going on here?<BR>
<BR>
Mike<BR>
<BR>
<BR>
<BR>
>>> "Michael James" <MJames@stonebridgebank.com> 7/28/2010 4:57 PM >>><BR>
It worked on 3.4.6, which is the version we were using before 3.8.8.<BR>
<BR>
>>> "Foggi, Nicola" <NFOGGI@depaul.edu> 7/28/2010 4:48 PM >>><BR>
<BR>
<BR>
I was never able to get a queue working with approvals other than the default __Approvals queue, if you use that does it work?<BR>
<BR>
Nicola<BR>
<BR>
-----Original Message-----<BR>
From: rt-users-bounces@lists.bestpractical.com on behalf of Michael James<BR>
Sent: Wed 7/28/2010 3:38 PM<BR>
To: RT Users <rt-users@lists.bestpractical.com<BR>
Subject: [rt-users] Approvals not working<BR>
<BR>
Hi, I used example code on the wiki to create a PO-Request type approval in RT3.8.8 <A HREF="http://wiki.bestpractical.com/view/ApprovalCreation">http://wiki.bestpractical.com/view/ApprovalCreation</A> The process creates new ticket(s) but isn't quite right yet.<BR>
<BR>
I created 2 queues: ChangeRequest and ChangeApproval and both are enabled.<BR>
<BR>
ChangeRequest queue has 1 scrip:<BR>
<BR>
On Create, Create Tickets with template CreateApproval, stage TransactionCreate. with no User defined conditions.<BR>
<BR>
The CreateApproval template is pretty much cut-n-paste from the wiki:<BR>
<BR>
===Create-Ticket: poreq<BR>
Subject: Approve Change Request for {$Tickets{'TOP'}->Subject}<BR>
Depended-On-By: TOP<BR>
Queue: ChangeApproval<BR>
Type: approval<BR>
Owner: username-of-owner #note this is so that notifications work properly<BR>
Content: Someone has created a Change Request. Please review.<BR>
ENDOFCONTENT<BR>
<BR>
For the ChangeApproval queue, I copied/pasted all of the scrips and templates from the default __Approvals queue.<BR>
<BR>
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.<BR>
<BR>
I can't sort out what I've done wrong. Any ideas?<BR>
<BR>
Mike<BR>
<BR>
<BR>
<BR>
<BR>
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