[rt-users] Need help on an approval queue (coding custom action)

[Kenneth Marshall]

Nelson,

Here is my "Create Change Control Approval" template:

===Create-Ticket: user1
Subject: New Pending Approval: {$Tickets{'TOP'}->Subject}
Depended-On-By: TOP
Queue: IT: Approvals
Type: approval
Owner: user1
Content: Greetings,

There is a new change control item pending your approval:

    "{$Tickets{'TOP'}->Subject}"

Please visit

    {$RT::WebURL}Approvals/

to approve or reject this ticket, or to batch-process all 
your pending approvals.
ENDOFCONTENT
===Create-Ticket: user2
Subject: New Pending Approval: {$Tickets{'TOP'}->Subject}
Depended-On-By: TOP
Queue: IT: Approvals
Type: approval
Owner: user2
Content: Greetings,

There is a new change control item pending your approval:

    "{$Tickets{'TOP'}->Subject}"

Please visit

    {$RT::WebURL}Approvals/

to approve or reject this ticket, or to batch-process all 
your pending approvals.
ENDOFCONTENT
...

This will create the approval tickets owned by the appropriate
users.

Ken

On Thu, Apr 10, 2008 at 03:54:34PM -0400, Nelson Pereira wrote:
> Anyone can shed a light on how to do this?
> 
>  
> 
> My setup right now when someone sends an email to nschange, the ticket
> gets created with owner nobody.
> 
> A second ticket gets created in the approval queue but with owner
> RT_System. 
> 
> I need this second ticket to be owned by a specific user, and the status
> changed to open.
> 
>  
> 
> This has to be a custom action but I don't know what code to add ...?!?
> 
>  
> 
> It there a list of all RT objects and what they are?
> 
>  
> 
> Regards,
> 
>  
> 
> Nelson Pereira
> 
> ________________________________
> 
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Nelson
> Pereira
> Sent: Thursday, April 10, 2008 1:03 PM
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] Need help on an approval queue
> 
>  
> 
> 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 
> phone: 613.733.0000 ext.528 
> MyFax: 613.822.5083 
> www.myfax.com 
> 
> Refer your friends and colleagues to MyFax! 
> Click here for more information.
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> 
>  
> 



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