[rt-users] Approval: Hiding the ticket?

[Adrian Carter]

Hi all,
    I've followed the wiki instructions for getting group approval 
working using the AdminCC field in RT 3.4.2 . The approval process works 
a treat to the point that the ticket appears in the "10 Newest Unowned" 
as "(pending approval)" but if you inspect any of the queues directly 
the ticket appears simple as status "New" and you can click into and 
"work" on a ticket right up to actually clicking 'update ticket' at 
which point it then refuses it bases on "Unresolved Dependencies".

    Is it possible to prevent a ticket being 'examined' at all untill 
its approval ticket is approved?? My guys have a carry over from their 
last system where they 'click into' a ticket first, work on it, THEN 
update the notes... which means that they can actually have worked on a 
non=approved ticket without actually being aware of that untill AFTER 
they have done the work :(

    Is there a way to perhaps just HIDE non-approved tickets? I guess 
its a tweak on teh SELECT's for the queue lists... ANy suggestions 
guys!?!?!?

-- 
Adrian Carter
Technical Manager
Leading Edge Internet

Web	  http://www.lei.net.au http://support.lei.net.au
Direct    +61 2 6163 6162  Support 1 300 662 415
E-mail    cartera at lei.net.au