[rt-users] Need help on an approval queue

[Kenneth Crocker]

Nelson,

	I hate to say it, but I told you so. HA. Just kidding (a little). I got 
WAY TOO frustrated dealing with it, especially the privileges, so like I 
said, we just created a Queue and made it act like an Approval queue. 
WAY easier to deal with.


Kenn
LBNL

On 4/10/2008 10:03 AM, Nelson Pereira wrote:
> Ok, I created an approval queue and need some special functions to happen.
> 
>  
> 
> The workflow is like this:
> 
>  
> 
> 1)       A network Services Admin sends an email which RT put’s into the 
> approval queue.
> 
> 2)       I have setup the script to create an approval ticket.
> 
> 3)       Manager is to login and click on Approval link and approve the 
> ticket.
> 
>  
> 
> The problem I’m seeing here is that the manager needs to click on the 
> original ticket the admin created, then click on the Link’ed approval 
> ticket created,
> 
> Then take ownership and open the ticket. Then he needs to go to the 
> approval Link on top to approve the approval ticket…?!?
> 
>  
> 
> This is way to many steps….
> 
>  
> 
> So how can I make a newly created ticket in the Approval Queue, setup 
> ownership of that ticket to the requestor.
> 
> Then have RT create an approval ticket and setup the ownership to the 
> manager and change the status to opened.
> 
>  
> 
> This way, the manager will get an email saying an approval ticket is 
> opened, he will login, click on Approval Link and approve the ticket….
> 
>  
> 
> Thanks
> 
>  
> 
>  
> 
>  
> 
> *Nelson Pereira*
> Senior Network Administrator
> 
> Protus IP Solutions Inc.
> npereira at protus.com <mailto:npereira at protus.com>
> phone: 613.733.0000 ext.528
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