[rt-users] Approvals made, change status of orignal ticket

[Kenneth Crocker]

Kevin,


	I have a situation similar to what you have but resolved it 
differently. I don't like the way RT changes the ticket numbers for 
their approval queue, so I added two new status values "pending rq" and 
"rq approvd"  for pending request and request approved respectively. I 
then created a new custom field called "Approval-Status" and created a 
new group "Approval-Group". Only members of the "Approval-Group" can 
modify the CF "Approval-Status". When a ticket comes in, it is in "new" 
status. When the Approval-group modifies the CF to "Request Pending", a 
couple scrips are triggered; 1 to modify the ticket status to "pending 
rq" and the other to send a notification to the requestor. When the 
approval group modifies the CF to "Request Approved", another couple 
scrips are triggered the modify the ticket status to "rq approvd" and 
send out a notification. I actually have a couple others values/scrips 
for QA testing, rejected, etc. This way, the ticket status is 
automatically modified by a control group that reviews and approves of 
tickets thru the use of a CF. The big benefit is that the ticket history 
is all there on one ticket so audit doesn't have a fit. I'm not sure if 
this helps you as you may already be totally committed to the 
"Approval-Queue" design, but if not, try my way.

Kenn
LBNL

Kevin Squire wrote:
> Now I have a follow-up issue.  Apparently my OpenDendentsOnResolve is 
> not working like I wanted.
> 
> As a recap:
> I have two queues "TimeOff" and TimeOff-Approval"
> (TimeOff-Approval is "disabled" like the ___Approval queue.  Not sure if
> that is a real problem or not, does not seem to be).  A staff member 
> opens a ticket in "TimeOff" and that creates the two tickets in 
> "TimeOff-Approval" that the Supervisor and HR need to sign off on first.
> 
> Thanks to Gene, The Ticket created in "TimeOff" gets a status "pending"
> (I added a new status to my RT_SiteConfig.pm)
> --------------------
> 
> Now once the two "TimeOff-Approval" tickets are resolved, I want the
> "TimeOff" ticket's status to be changed to "open". As of right now, the "TimeOff" ticket remains "pending" even after approvals are approved.
> 
> I copy/pasted the "When a ticket has been approved by all approvers, add
> correspondence to the original ticket" from the ___Approval queue.
> 
> I image this is where I can add the code needed to change the ticket
> from "pending" to "open" but I don't know how. 
> 
> ---------------------
> FROM THE "When a ticket has been approved by all approvers, add
> correspondence to the original ticket"
> 
> 
> CONDITION: On Resolve
> ACTION: User Defined
> TEMPLATE: All Approvals Passed
> STAGE: TransactionCreate
> CUSTOM CONDTION: blank
> CUSTOM ACTION PREPARATION CODE:
> # ------------------------------------------------------------------- #
> # Find all the tickets that depend on this (that this is approving)
> 
> my $Ticket = $self->TicketObj;
> my @TOP    = $Ticket->AllDependedOnBy( Type => 'ticket' );
> my $links  = $Ticket->DependedOnBy;
> my $passed = 0;
> 
> while (my $link = $links->Next) {
>     my $obj = $link->BaseObj;
>     next if ($obj->HasUnresolvedDependencies( Type => 'approval' ));
> 
>     if ($obj->Type eq 'ticket') {
> 	$obj->Comment(
> 	    Content	=> $self->loc("Your request has been approved."),
> 	);
> 	$T::Approval  = $Ticket;    # so we can access it inside templates
> 	$self->{TicketObj} = $obj;  # we want the original id in the token line
> 	$passed = 1;
>     }
>     elsif ($obj->Type eq 'approval') {
> 	$obj->SetStatus( Status => 'open', Force => 1 );
>     }
>     elsif ($RT::UseCodeTickets and $obj->Type eq 'code') {
> 	my $code = $obj->Transactions->First->Content;
> 	my $rv;
> 
> 	foreach my $TOP (@TOP) {
> 	    local $@;
> 	    $rv++ if eval $code;
> 	    $RT::Logger->error("Cannot eval code: $@") if $@;
> 	}
> 
> 	if ($rv or !@TOP) {
> 	    $obj->SetStatus( Status	=> 'resolved', Force	=> 1,);
> 	}
> 	else {
> 	    $obj->SetStatus( Status	=> 'rejected', Force	=> 1,);
> 	}
>     }
> }
> 
> # Now magically turn myself into a Requestor Notify object...
> require RT::Action::Notify; bless($self, 'RT::Action::Notify');
> $self->{Argument} = 'Requestor'; $self->Prepare;
> 
> return 0; # ignore $passed;
> # ------------------------------------------------------------------- #
> 
> CUSTOM ACTION CLEANUP CODE: blank
> 
>