[rt-users] Approvals - has anyone got it working?

[Ken Crocker]

Hello,

    We have been using RT for a year now and are using RT 3.4.4 in 
production and 3.4.5 in test (both using Oracle 9i with Apache and 
Perle). We want to use the Approvals concept to set up an approval first 
workflow, BUT we do not want a new ticket to be created when the TOP one 
is resolved. We want the original ticker to simply  "move on" to the new 
Queue assigned. For example; We want to have a Queue that reviews 
requests that would nornally go to several Queues. The person that owns 
the Review/Approval Queue to will get the original requests, and upon 
completing the review, move that request to the Queue where the work 
will be done or if rejected, inform the requestor of it's rejection. Is 
there a script available that would allow us to do this? Anyone?

Kenn



Jason Fenner wrote:

> I have just gotten this working today actually.
>
> brian mccabe wrote:
>
>> Hi All
>>
>> I am struggling to get the Approvals system working. I
>> have followed the instructions in Appendix 5 and the
>> ApprovalCreation wiki but it still does not work as I
>> expect it to.
>>
>> I have created a Queue called "Change Requests" and -
>> other than that - have followed the ApprovalCreation
>> wiki to the letter.
>>
>>  
>>
> Sounds good so far.
>
>> When I submit a new ticket to the Change Requests
>> queue, it spawns a separate "depended on by" approval
>> ticket as expected - however -
>>
>> * both tickets are owned by Nobody. My understanding
>> is that the approval ticket should somehow become
>> automatically owned by the person(s) who need to
>> approve/reject it. Without the owner being set, the
>> ticket does not show in the Approvals tab on the
>> approvers screen. I have set the approvers as
>> AdminCC's for the queue but this appears to have no
>> impact. How does the system identify which person(s)
>> need to approve a change and where is this set?
>>
>>  
>>
>
> As you already know, the approval system works simply be generating 
> new tickets that the TOP ticket depends upon the resolution of.  
> Therefore in the scrip that executes CreateTicket it has to be 
> specified who the generated tickets are supposed to belong to.  Somone 
> has to own the generated tickets.  Hence why your template needs to 
> have the pragma "Owner:" set.  You can set the template to create 
> tickets, one for each user of a specific group and assign them to the 
> users of the group. Look again at the two wiki pages you refereced, 
> example template code is there.
>
>> * the un-approved child ticket is visible in the
>> Change Requests queue with a status of NEW even though
>> the approval ticket has not been approved. Someone
>> could very easily work on this and only find out it
>> wasn't approved when they finally got around to
>> resolving it and was hit with the dependency
>> restriction. I thought the child ticket would be
>> 'invisible' (or at least have a UNAPPROVED status of
>> some sort) until the approval ticket was approved or
>> not?
>>  
>>
> Well, the unapproved ticket is visible to a user who has rights to see 
> it.  But it does correctly label it as un-approved.  But the ticket IS 
> new, so the status is correct.  Also, if you click on the ticket it 
> shows the staff memeber that the ticket is still depending on a 
> unresolved ticket.  The tech CAN change status to Open if allowed by 
> his rights.  But as with ANY dependent tickets, it cannot be resolved 
> until the dependency is cleared.  You can fine tune some of this by 
> adjusting security settings...for instance set it so that staff 
> memeber cannot change status on these tickets, etc.
>
>> I'm sure I must have missed something basic here but
>> have checked and double-checked against the
>> documentation and can't get it to work.
>>
>> Any help would be appreciated. RT Version 3.4.5.1
>>
>> Thanks in advance
>>
>> Brian
>>
>>
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>
>
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