[rt-users] Re: Invisible Approvals

[rt3 at acerhomes.com]

I did this already and I tried again but still doesn't work.



> Yes, even the root/super user cannot see other user's approval tickets
> under the "My Approvals" link. I'm pretty sure that's the way it's
> supposed to work now. I think it was a bug before when everyone could
> see the tickets owned by "Nobody". The user logged in can now see only
> their OWN approvals, that is tickets they personally are supposed to
> approve.
>
> Try this: Change the template that creates the approval ticket, to
> make the owner of the Approval ticket created be "root" as follows:
>
> ===Create-Ticket: codereview
> Subject: Manager Approval for {$Tickets{'TOP'}->Subject}
> Depended-On-By: {$Tickets{'TOP'}->Id}
> Queue: Approvals
> Type: Approval
> Owner: root
> Content: Someone has created a ticket. Please review and take the
> appropriate approval action.
> ENDOFCONTENT
>
> Then create a ticket that will generate another approval ticket. When
> you're logged on as root, you'll see that single ticket in "My
> Approvals". Once you have that working, you can change it to the user
> you really want to approve tickets (make sure to set their "Own
> Ticket" property in the Approval queue), and you should be on your
> way. If that doesn't work, you must have a different problem than I
> had.
>
> -Craig
>
> On 5/11/06, rt3 at acerhomes.com <rt3 at acerhomes.com> wrote:
>> I already did this and it didn't works for me, still no user can see the
>> "Approval link" even the root or super user.
>>
>>
>>
>> > I finally figured out the problem. Previous versions of Request
>> > Tracker were looser regarding which users could see the Approval
>> > queue. If you created an Approval Ticket without specifying the owner,
>> > it would default to the owner "Nobody" and everbody could see those
>> > tickets when they clicked on the Approval link.
>> >
>> > To make it work with newer versions of Request Tracker:
>> >
>> > 1. Change your Create Approval template to include a line with "Owner:
>> > <PUT THE REAL USER NAME OF THE USER THAT APPROVES THE TICKETS HERE>.
>> >
>> > 2. Queues -> Select Queue (Include disabled queues in listing) ->
>> > Approvals -> User Rights. Then enable the "Own Ticket" right for that
>> > user.
>> >
>> > Now any new approval tickets will show up in the Approval link (for
>> > that user only!).
>> >
>> > If you want the user to be able to see older Approval tickets, you'll
>> > have to go into SQL, find the id of that user, find the id of the
>> > Approvals queue (probably 2), and set the owner of the old Approval
>> > tickets. Mine looked like:
>> >
>> > mysql> update Tickets set owner = 78 where Queue = 2;
>> >
>> > --Craig McDaniel
>> >
>> > -----Original Message-----
>> > From: rt3 at acerhomes.com [mailto:rt3 at acerhomes.com]
>> > Sent: Monday, May 08, 2006 9:38 PM
>> > To: McDaniel, Craig # Atlanta
>> > Cc: rt-users at lists.bestpractical.com
>> > Subject: Re: Request Tracker
>> >
>> > Sorry, Craig. Im still stucked here.  Philip Kine gave some points
>> > on approval but it doesn't work for me (Subject: How to debug RT
>> > better). You also try it and hopefully you give me feedback. TY
>> >
>> >> Hi,
>> >>
>> >>
>> >>
>> >> I saw your post on the Request Tracker mailing list regarding the
>> >> Approvals no longer showing up. I'm having the same problem after
>> >> upgrading. Did you ever get an answer?
>> >>
>> >>
>> >>
>> >> Thanks,
>> >>
>> >>
>> >>
>> >> Craig McDaniel
>> >>
>> >
>>
>>
>>
>