<div dir="ltr">OK, so after re-reading again, I have a question. Can anyone who has access the __Approvals Queue approve anything in there? I would like to specifically grab people and groups depending on the ticket.<div>
<br></div><div>So for instance, I would like to have the following occur:</div><div><br></div><div style>1.) Ticket Created in Development Queue</div><div style>2a.) If impact is Minor, create an __Approvals ticket that only Manager of Development can approve, create an __Approvals ticket that anyone in the group Development Team can approve & tie both to the original ticket.</div>
<div style>2b.) If the impact is Low, same as above but also a third ticket that requires a user of the manager's group that isn't the Mgr of Dev.</div><div style>2c.) If the impact is Medium, same as above but a fourth ticket requiring a second person from the Manager's group.</div>
<div style>2d.) High Impact - Everyone in the Manager's group (so loop through group members creating individual __Approval tickets).</div><div style>2e.) Critical Impact - Same as 2d - but add in the CIO user.</div>
<div style><br></div><div style>So I guess my question is when I create an __Approvals ticket & assign an owner (either the group or an individual), is that the only person or group that can approve it?</div><div style>
<br></div><div style>Thanks.</div><div style><br></div><div style>Kevin</div></div><div class="gmail_extra"><br clear="all"><div><div dir="ltr">--<br>Kevin Holleran<br>Master of Science, Computer Information Systems<br>Grand Valley State University<br>
Master of Business Administration<br>Western Michigan University<br><span style="font-family:arial;font-size:small">SANS GCFA, </span>SANS GCFE, CCNA, ISA, MCSA, MCDST, MCP<br><br><div>"Do today what others won't, do tomorrow what others can't" - SEALFit<div>
<br></div><div>"We are what we repeatedly do. Excellence, then, is not an act, but a habit." - Aristotle</div></div></div></div>
<br><br><div class="gmail_quote">On Mon, Mar 18, 2013 at 8:57 AM, Kevin Holleran <span dir="ltr"><<a href="mailto:holleran.kevin@gmail.com" target="_blank">holleran.kevin@gmail.com</a>></span> wrote:<br><blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex">
<div dir="ltr"><span style="font-family:arial,sans-serif;font-size:13px">Good morning,</span><div style="font-family:arial,sans-serif;font-size:13px"><br></div><div style="font-family:arial,sans-serif;font-size:13px">I am playing around with RT4 and want to utilize it for three purposes right now:</div>
<div style="font-family:arial,sans-serif;font-size:13px"><br></div><div style="font-family:arial,sans-serif;font-size:13px">Change Management</div><div style="font-family:arial,sans-serif;font-size:13px">System Access Requests</div>
<div style="font-family:arial,sans-serif;font-size:13px">Policy ratification workflow.</div><div style="font-family:arial,sans-serif;font-size:13px"><br></div><div style="font-family:arial,sans-serif;font-size:13px">I have read <span style="background-color:rgb(255,255,204)">RT</span> Essentials & also grabbed the e-book by Ken Crocker. I have decided my first crack at it will be utilizing the __Approvals queue.</div>
<div style="font-family:arial,sans-serif;font-size:13px"><br></div><div style="font-family:arial,sans-serif;font-size:13px">I am currently working off of this document:</div><div style="font-family:arial,sans-serif;font-size:13px">
<a href="http://requesttracker.wikia.com/wiki/ApprovalCreation" target="_blank">http://requesttracker.wikia.com/wiki/ApprovalCreation</a></div><div style="font-family:arial,sans-serif;font-size:13px"><br></div><div style="font-family:arial,sans-serif;font-size:13px">
I am starting with the Change Management workflow & expect that the other two will be pretty much the same with some minor tweaks.</div><div style="font-family:arial,sans-serif;font-size:13px"><br></div><div style="font-family:arial,sans-serif;font-size:13px">
What I would like to happen is have a queue for each department that might request a change. Say Operations, Development, Business Intelligence, & Security. </div><div style="font-family:arial,sans-serif;font-size:13px">
<br></div><div style="font-family:arial,sans-serif;font-size:13px">I want to have a Custom Field called Impact that can be Minor, Low, Medium, High, & Critical. From there I would like to define a workflow based on the queue it is in. </div>
<div style="font-family:arial,sans-serif;font-size:13px"><br></div><div style="font-family:arial,sans-serif;font-size:13px">I am trying to figure out how to lay out the groups for approvers. Is there a way to define a manager/leader for a group? For instance, to cover the approvals I would like the following groups:</div>
<div style="font-family:arial,sans-serif;font-size:13px"><br></div><div style="font-family:arial,sans-serif;font-size:13px">Operations -> Operations people & the Operations Manager</div><div style="font-family:arial,sans-serif;font-size:13px">
Development -> Developer & the Developer Manager</div><div style="font-family:arial,sans-serif;font-size:13px">Business Intelligence -> B.I. folks & the B.I. Manager</div><div style="font-family:arial,sans-serif;font-size:13px">
Security -> InfoSec guys & the InfoSec Manager</div><div style="font-family:arial,sans-serif;font-size:13px">Managers -> All the above people with Manager in their title</div><div style="font-family:arial,sans-serif;font-size:13px">
Executive -> CIO, CISO</div><div style="font-family:arial,sans-serif;font-size:13px"><br></div><div style="font-family:arial,sans-serif;font-size:13px">So for all changes, I would like to have the requester, someone else in the group, & the manager of that group have to approve it. However, the impact will involve other people. A Low impact might involve the Operations Manager & someone from the security group. A medium impact might include All Managers & the infosec team, Critial would include approvals from the CIO/CISO as well.</div>
<div style="font-family:arial,sans-serif;font-size:13px"><br></div><div style="font-family:arial,sans-serif;font-size:13px">So it seems like with logic I can grab the custom field value then create a series of approvals. However, how would I identify the manager of the group? Would that be another custom field?</div>
<div style="font-family:arial,sans-serif;font-size:13px"><br></div><div style="font-family:arial,sans-serif;font-size:13px">Also, sorry if I am being overly verbose, I am kind of working this out in my head as I am learning the product.... </div>
<div style="font-family:arial,sans-serif;font-size:13px"><br></div><div style="font-family:arial,sans-serif;font-size:13px"><br></div><div style="font-family:arial,sans-serif;font-size:13px">Thanks for all your help.</div>
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<div style="font-family:arial,sans-serif;font-size:13px"><br></div><div style="font-family:arial,sans-serif;font-size:13px">Kevin</div>
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