[rt-users] Need help on an approval queue

[Nelson Pereira]

Can you point me to the link you used, cause I cannot get this to
work...

The ticket in the approval queue gets created, but the manager does not
see it as it's owned by RT_System and status is new.
So the manager needs to go to the original ticket and click on the
linked approval ticket, then open, and take ownership which is
ridiculous....

I only need the ticket in the approval to be assigned to a specific
owner and put status as opened...

Regards,
 
Nelson Pereira

-----Original Message-----
From: Kenneth Marshall [mailto:ktm at rice.edu] 
Sent: Thursday, April 10, 2008 3:53 PM
To: Kenneth Crocker
Cc: Nelson Pereira; rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Need help on an approval queue

Nelson,

I set it up following the instructions from the wiki and it works
per spec. It sounds like your create templates and notification
templates may be a bit out of whack. Do not give up.

Cheers,
Ken

On Thu, Apr 10, 2008 at 12:49:40PM -0700, Kenneth Crocker wrote:
> 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
> > MyFax: 613.822.5083
> > www.myfax.com <http://www.myfax.com>
> > 
> > Refer your friends and colleagues to MyFax!
> > Click here for more information. 
> > <http://www.myfax.com/referral_program.asp>
> > 
> > 	
> > 
> > www.MyFax.com <http://www.myfax.com>
> > 
> >  
> > 
> > 
> >
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