[rt-users] Approval problems with RT3

[Henrik André von Gunten]

The same problems exist in RT 3.0.3pre1.

Especially the missing Depended-On-By relationship stops making the
approvals work the way I though it would. Did you get any help on this one?

I also had problems specifying which user to own the approval ticket, that
is, the user who acts as approver. It seems to default to the user creating
the original ticket, even though I specify the owner in the approval
template.


Henrik von Gunten
Hugin ASA

> -----Original Message-----
> From: Joseph Gosselin [mailto:gnostic at revahertz.com]
> Sent: 30. mai 2003 22:43
> To: rt-users at lists.fsck.com
> Subject: [rt-users] Approval problems with RT3
>
>
> Good day. The company I work for has been quite happy with RT3 as a
> replacement for an antiquated system we were using, and for general use
> all is going quite well. However, the management wants to enable the
> approval system, and this is an area where I have run into some trouble
> in configuration and implementation.
>
> Basically, I can create a queue (Approbations) and then create a global
> template of the following form, named ``DevApprovals'':
>
> 	===Create-Ticket: codereview
> 	Subject: Code review for {$Tickets{'TOP'}->Subject}
> 	Depended-On-By: {$Tickets{'TOP'}->Id}
> 	Queue: Approbations
> 	Type: Approval
> 	Content: Someone has created a ticket. you should review and
> approve
> 	it, so they can finish their work.
> 	ENDOFCONTENT
>
> Then I add an ``Approval Scrip'' to the Support queue:
>
> 	On Create Create Tickets with template DevApprovals
>
> This works in that when a ticket is created in the Support queue, a
> ticket of type Approval is also created. However, from here some
> problems occur, which I find quite puzzling:
>
> 	The ``Depended-On-By'' condition is not set, regardless of the
> 	fact that it exists in the template.
>
> 	The Approval ticket does not show up in the Approbations queue,
> 	and is only accessible via the ``Approval'' link to the left of
> 	the main display.
>
> 	Viewing the ticket in the ``Approval'' section shows the
> 	approval ticket, but not the information for the ticket that it
> 	is referencing. So, if you have a ticket named ``testing
> 	still'', you will have an approval ticket created with the name
> 	``Code review for testing still'' but nothing further.
>
> I have experimented with these approval tickets, particularly in the
> range of setting dependencies. I found that by manually making a ticket
> dependent on one of these approval tickets, the content of the ticket
> requireing approval shows up in the ``My approvals'' interface, which
> is good. However, this doesn't fix the problem that this isn't being
> done automatically by the scrip. Also, I found that although I could not
> resolve the ticket with a dependency while the approval was pending,
> after denying the approval ticket I was able to resolve the ticket which
> depended on the approval, even though that approval was denied. This is
> a bit confusing, as I would have thought that a rejected approval ticket
> would have also rejected the ticket that depended on that approval.
>
> I'm sure someone has implemented this successfully, but I did not find
> much in the PDF documentation on RT3 about setting up approvals. I had
> to get the information I do have from browsing the mailing list
> archives, so I don't know that I set this up correctly. Please, could
> someone point me to a reference on setting this up, or perhaps provide
> me with the valuable clue I need to get this going myself? Thank you.
>
> My setup is as follows - I am using RT 3.0.2 on Debian Linux with a
> mysql backend and Apache as the web server.
>
>
>
>
> --
> Joe Gosselin
> Jr. System Administrator