[rt-users] Approval problems with RT3

[Joseph Gosselin]

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
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