[rt-users] Change control

[Kenneth Crocker]

Andreas,

    Good comment on users approving between stages. We have one Approval 
Queue (visable to the users) that handles requests for several Queses 
where the work is done. The priviledges are set so the user/requestor 
can always see their request, regardless of Queue, but they can only 
create tickets in the Approval Queue. After review and approval, then 
the request is moved to the working Queue and at that time we have a  
script that kicks in for that move, which set stautses the way we want. 
We don't use any of the default global scripts for the Approval Queues. 
We think we have more control that way and the Tickets are more visable 
to the user as well. But hey, good ideas. I like exchanging thoughts and 
philosophies on work-flow and stuff. Thanks for your ideas.

Kenn

Andreas Putzo wrote:
> Hi Ken,
>
> On Tuesday 14 March 2006 19:56, Ken Crocker wrote:
>   
>>     We are attempting to do just that here at LBNL. The "APPROVAL" setup
>> in RT does not seem to create the kind of audit trail we would like. We
>> would like a request to keep it's number, that way every stage, from
>> approval for work to approval for Acceptance testing to approval for
>> installation is in history for the same request numer and therefore
>> easier to track. If RT would allow for a few more options in the
>> drop-down selection for staus (like "pending approvel", "approved for
>> work", "approved for QA", "approved for inplementation"), we could write
>> scrips to move a request from  a particular approval  queue to a work
>> queue and back to another  approval queue (for QA as an example) and on
>> to implemntation. That way queues can be used as steps in a work flow
>> and the history of a request remains intact with the same number, going
>> from  queue to queue in the workflow. 
>>     
>
> I managed the different approval stages with one queue for each stage, 
> moving the ticket accordingly.
> For convenience, i used the callback in 	/Elements/RT__Ticket/ColumnMap to
> display the actual stage in the status field on the 'RT at a glance' page.
> Approval ist requested with a CustomField i created therefor, the stage 
> status is saved in a hidden CustomField. You may also count the existing 
> (resolved) dependencies for a ticket within the workflow, but the hidden 
> custom field works more smoothly, i think.
> Just make sure, your co-workers aren't able to resolve tickets in 
> between :)
>
> regards, andreas
>
>
>
>   
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