<html><body><div style="color:#000; background-color:#fff; font-family:HelveticaNeue, Helvetica Neue, Helvetica, Arial, Lucida Grande, sans-serif;font-size:12pt"><div><span>I am hoping someone from RT can revisit this page because i found that these </span><span style="color: rgb(34, 34, 34); font-family: arial; font-size: small;"> </span><a rel="nofollow" target="_blank" href="http://www.bestpractical.com/docs/rt/4.2.0/customizing/approvals.html" style="background-color: rgb(255, 255, 255); color: rgb(17, 85, 204); font-family: arial; font-size: 13px;">http://www.bestpractical.com/docs/rt/4.2.0/customizing/approvals.html</a> <span style="font-size: 12pt;">instructions are not working AS IS if used on RT 4.2. What make the Approval Template/scrips trigger expected behavior and Approval to begin appearing for users was this:</span></div><div style="color: rgb(0, 0, 0); font-size: 12pt; font-family: HelveticaNeue, 'Helvetica Neue',
Helvetica, Arial, 'Lucida Grande', sans-serif; background-color: transparent; font-style: normal;"><span style="font-size: 12pt;"><br></span></div><div style="color: rgb(0, 0, 0); font-size: 16px; font-family: HelveticaNeue, 'Helvetica Neue', Helvetica, Arial, 'Lucida Grande', sans-serif; background-color: transparent; font-style: normal;"><span style="font-size: 12pt;">1. very valuable note from this RT Wiki: </span><a href="http://requesttracker.wikia.com/wiki/ApprovalCreation" style="font-size: 12pt;">http://requesttracker.wikia.com/wiki/ApprovalCreation</a> namely this:</div><div style="color: rgb(0, 0, 0); font-size: 16px; font-family: HelveticaNeue, 'Helvetica Neue', Helvetica, Arial, 'Lucida Grande', sans-serif; background-color: transparent; font-style: normal;"><span class="Apple-tab-span" style="white-space:pre"> </span>" <span style="background-color: rgb(235, 235, 235); color: rgb(58, 58, 58); font-family: Helvetica, Arial,
sans-serif; font-size: 13px; line-height: 21px;">There is an error in the documentation for RT3. This caused me a good bit of trouble. The Depended-On-By line in the documentation example is incorrect. The value on this line must be "TOP" (as shown here) and not "{$Tickets{'TOP'}->Id}" as the docs show."</span></div><div style="color: rgb(58, 58, 58); font-size: 13px; font-family: Helvetica, Arial, sans-serif; background-color: rgb(235, 235, 235); font-style: normal;"><br></div><div class="yahoo_quoted" style="display: block;"> I find this amusing since the author of this page has researched that syntac of the {TOP} has changed at least several time b/w RT releases and depending on the version of the code could be either "TOP" (works in RT 4.2 but RT 4.2 Approval page used 'TOP', hence my troubles getting it to work) or 'TOP'.</div><div class="yahoo_quoted" style="display: block;"><br></div><div class="yahoo_quoted" style="display: block;">2.I had to
Enable the ___Approvals queue</div><div class="yahoo_quoted" style="display: block;"><br></div><div class="yahoo_quoted" style="display: block;">3. Testing section of the above mentioned 4.2 customizing approvals instructions says "<span style="font-family: Verdana, Arial, Helvetica, sans-serif; font-size: 15px; line-height: 21.875px;">Select Tools -> Approvals" but in RT 4.2 it is "</span><span style="font-family: Verdana, Arial, Helvetica, sans-serif; font-size: 15px; line-height: 21.875px;">Select Tools -> Approval"</span></div><div class="yahoo_quoted" style="display: block;"><span style="font-family: Verdana, Arial, Helvetica, sans-serif; font-size: 15px; line-height: 21.875px;"><br></span></div><div class="yahoo_quoted" style="display: block;"><span style="font-family: Verdana, Arial, Helvetica, sans-serif; font-size: 15px; line-height: 21.875px;">I hope this saves you some angst during implementation.</span></div><div class="yahoo_quoted"
style="display: block;"><span style="font-family: Verdana, Arial, Helvetica, sans-serif; font-size: 15px; line-height: 21.875px;"><br></span></div><div class="yahoo_quoted" style="display: block;">-Vitaly<br> <br> <div style="font-family: HelveticaNeue, 'Helvetica Neue', Helvetica, Arial, 'Lucida Grande', sans-serif; font-size: 12pt;"> <div style="font-family: HelveticaNeue, 'Helvetica Neue', Helvetica, Arial, 'Lucida Grande', sans-serif; font-size: 12pt;"> <div dir="ltr"> <font size="2" face="Arial"> On Wednesday, November 6, 2013 12:03 AM, vitalik1 <vitalik1@yahoo.com> wrote:<br> </font> </div> <div class="y_msg_container"><div id="yiv8786614123"><div><div style="color: rgb(0, 0, 0); background-color: rgb(255, 255, 255); font-family: HelveticaNeue, 'Helvetica Neue', Helvetica, Arial, 'Lucida Grande', sans-serif; font-size: 12pt;"><div><span style="color: rgb(34, 34, 34); font-family: arial; font-size: small;">Hello Experts,</span></div><div
style="color: rgb(34, 34, 34); font-family: arial; font-size: small;"><br></div><div style="color: rgb(34, 34, 34); font-family: arial; font-size: small;">I am following these instructions <a rel="nofollow" target="_blank" href="http://www.bestpractical.com/docs/rt/4.2.0/customizing/approvals.html" style="color:rgb(17, 85, 204);">http://www.bestpractical.com/docs/rt/4.2.0/customizing/approvals.html</a> to create a simple Approval mechanism on an fresh install of RT 4.2/MySQL 5.1/RHEL 6 system.</div><div style="color: rgb(34, 34, 34); font-family: arial; font-size: small;"><br></div><div style="color: rgb(34, 34, 34); font-family: arial; font-size: small;">As the Root user I created a "Change requests"
queue.</div><div style="color: rgb(34, 34, 34); font-family: arial; font-size: small;">In the queue I created a new type-Perl Template called "Create approval" with the following code:</div><div style="color: rgb(34, 34, 34); font-family: arial; font-size: small;">++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++</div><div style="color: rgb(34, 34, 34); font-family: arial; font-size: small;"><div>===Create-Ticket: Manager approval</div><div>Subject: Manager Approval for {$Tickets{TOP}->Id} - {$Tickets{TOP}->Subject}</div><div>Depended-On-By: TOP</div><div>Queue: ___Approvals</div><div>AdminCcGroup:<font color="#ff0000"><b> vPEO</b></font></div><div>Requestors: {$Tickets{TOP}->RequestorAddresses}</div><div>Type: approval</div><div>Content-Type: text/plain</div><div>Due: {time + 3*24*60*60}</div><div>Content: Please approve me.</div><div><br></div><div>Thanks.</div><div>ENDOFCONTENT</div></div><div style="color: rgb(34,
34, 34); font-family: arial; font-size: small;">++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++<br></div><div style="color: rgb(34, 34, 34); font-family: arial; font-size: small;"><br></div><div style="color: rgb(34, 34, 34); font-family: arial; font-size: 13px;">Created a scrip "Create an approval on ticket create" Condition: "On Create", Action: Create Tickets, Template: "create approval", Status: "enabled".</div><div style="color: rgb(34, 34, 34); font-family: arial; font-size: small;">I have left ___Approvals queue disabled.</div><div style="color: rgb(34, 34, 34); font-family: arial; font-size: small;">I have added the following rights to the ___Approvals queue: <span style="color: rgb(0, 0, 0); font-family: Verdana, Arial, Helvetica, sans-serif; font-size: 15px; line-height: 21.875px;">Grant ShowTicket and ModifyTicket rights to the Owner and AdminCc roles.</span></div><div style="color: rgb(34, 34, 34); font-family:
arial; font-size: small;"><span style="color: rgb(0, 0, 0); font-family: Verdana, Arial, Helvetica, sans-serif; font-size: 15px; line-height: 21.875px;">I did not add vPEO group as watchers of the ___Approvals queue explicitly.</span></div><div style="color: rgb(34, 34, 34); font-family: arial; font-size: small;"><font color="#000000" face="Verdana, Arial, Helvetica, sans-serif"><span style="font-size:15px;line-height:21.875px;">Members of the vPEO group (including Root) can create tickets in the "Change requests" queue, but as you can see below from the log no corresponding "Approvals" get created and none of the vPEO members can see anything in the Tools->Approval menu.</span></font></div><div style="color: rgb(34, 34, 34); font-family: arial; font-size: small;"><br></div><div style="color: rgb(34, 34, 34); font-family: arial; font-size: small;">The information in /var/log/messages is below:</div><div style="color: rgb(34, 34, 34); font-family:
arial; font-size: small;"><div>Nov 4 14:00:02 ddcdevsupport01 RT: [2954] <font color="#ff0000">Couldn't create related ticket create-Manager approval for 20 No permission to create tickets in the queue '<b>___Approvals</b>'</font></div><div>Nov 4 14:00:02 ddcdevsupport01 RT: [2954] Use of uninitialized value in concatenation (.) or string at /opt/rt4/sbin/../lib/RT/Action/CreateTickets.pm line 1151.</div><div>Nov 4 14:00:02 ddcdevsupport01 RT: [2954] Use of uninitialized value in concatenation (.) or string at /opt/rt4/sbin/../lib/RT/URI/fsck_com_rt.pm line 95.</div><div>Nov 4 14:00:02 ddcdevsupport01 RT: [2954] Resolver RT::URI::fsck_com_rt could not parse fsck.com-rt://ddcdevsupport01.xxx.yyy.emc.com/ticket/, maybe Organization config was changed?</div><div>Nov 4 14:00:02 ddcdevsupport01 RT: [2954] Use of uninitialized value $id in hash element at /opt/rt4/sbin/../lib/RT/Ticket.pm line 1944.</div><div>Nov 4
14:00:02 ddcdevsupport01 RT: [2954] Use of uninitialized value $value in substitution (s///) at /opt/rt4/sbin/../lib/RT/Tickets.pm line 2698.</div><div>Nov 4 14:00:02 ddcdevsupport01 RT: [2954] Use of uninitialized value $value in substitution (s///) at /opt/rt4/sbin/../lib/RT/Tickets.pm line 2698.</div><div>Nov 4 14:00:02 ddcdevsupport01 RT: [2954] Use of uninitialized value in concatenation (.) or string at /opt/rt4/sbin/../lib/RT/Tickets.pm line 2731.</div><div>Nov 4 14:00:02 ddcdevsupport01 RT: [2954] Use of uninitialized value in concatenation (.) or string at /opt/rt4/sbin/../lib/RT/Tickets.pm line 2731.</div><div>Nov 4 14:00:02 ddcdevsupport01 RT: [2954] Use of uninitialized value $id in hash element at /opt/rt4/sbin/../lib/RT/Ticket.pm line 1957.</div><div>Nov 4 14:00:02 ddcdevsupport01 RT: [2954] Resolver RT::URI::fsck_com_rt could not parse fsck.com-rt://ddcdevsupport01.xxx.yyy.emc.com/ticket/, maybe Organization
config was changed?</div><div>Nov 4 14:00:02 ddcdevsupport01 RT: [2954] RT::Link=HASH(0x7ff7917cad50) Couldn't resolve target 'fsck.com-rt://ddcdevsupport01.xxx.yyy.emc.com/ticket/' into a URI.</div><div>Nov 4 14:00:02 ddcdevsupport01 RT: [2954] Link could not be created: Couldn't resolve target 'fsck.com-rt://ddcdevsupport01.xxx.yyy.emc.com/ticket/' into a URI.</div><div>Nov 4 14:00:02 ddcdevsupport01 RT: [2954] AddLink thru 20 failed: Link could not be created: Couldn't resolve target 'fsck.com-rt://ddcdevsupport01.xxx.yyy.emc.com/ticket/' into a URI.</div><div>Nov 4 14:00:02 ddcdevsupport01 RT: [2954] Use of uninitialized value in concatenation (.) or string at /opt/rt4/sbin/../lib/RT/Action/CreateTickets.pm line 1198.</div><div>Nov 4 14:00:02 ddcdevsupport01 RT: [2954] <font color="#ff0000">Ticket 20 created in queue '<b>Change requests</b>' by root</font></div></div><div style="color: rgb(34, 34, 34); font-family:
arial; font-size: small;"><br></div><div style="color: rgb(34, 34, 34); font-family: arial; font-size: small;"><br></div><div style="color: rgb(34, 34, 34); font-family: arial; font-size: small;">Any suggestions on what is going wrong here are greatly appreciated.</div><div style="color: rgb(34, 34, 34); font-family: arial; font-size: small;"><br></div><div style="color: rgb(34, 34, 34); font-family: arial; font-size: small;">Respectfully,</div><div style="color: rgb(34, 34, 34); font-family: arial; font-size: 13px;"><br></div><div style="color: rgb(34, 34, 34); font-family: arial; font-size: 13px;">-Vitaly</div></div></div></div><br><br></div> </div> </div> </div> </div></body></html>