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

Fri Apr 11 09:50:29 EDT 2008

Yes it did !

I had 2 users in the template, but for some strange reason, it was
creating 2 tickets, so 1 assigned to me (an approver) and the other one
was suppose to be to the manager yet the owner was set to nobody...

So I removed the manager from the template...

As see another problem, and possibly a bug:
When the approver selects "no Action" and enters a note, the information
in the not does not get to the requestor of the original ticket. I guess
this workflow is not working....

Apart from that, everything works fine.

Regards,

Nelson Pereira

-----Original Message-----
From: Kenneth Marshall [mailto:ktm at rice.edu] 
Sent: Friday, April 11, 2008 8:37 AM
To: Nelson Pereira
Subject: Re: [rt-users] Need help on an approval queue (coding
customaction)

The creation of the ticket in the change control queue is
responsible for triggering all of the subticket creations.
There is a scrip called "On Create, issue Change Control Request
Approval"
that uses the template below. Other information about the scrip is:

Condition: On Create
Action: Create Tickets
Template: Create Change Control Approval
Stage: TransactionCreate
Custom condition: return (undef);
Custom action preparation code: return (undef);
Custom action cleanup code: return (undef);

The user in requesting approval creates the ticket in the
designated change control queue. This creates the approval
tickets. When they have all been approved, the requestor is
notified that their request was approved.

Hope this helps some.
Ken

On Fri, Apr 11, 2008 at 07:24:43AM -0400, Nelson Pereira wrote:
> Thanks Ken, but don't you have a scrip that changes the ownership and
> opens the ticket?
> 
> My biggest problem is that the manager needs to go to the original
> ticket and take ownership and open it before it shows up in the
approval
> queue....
> 
> Regards,
>  
> Nelson Pereira
> 
> -----Original Message-----
> From: Kenneth Marshall [mailto:ktm at rice.edu] 
> Sent: Thursday, April 10, 2008 5:07 PM
> To: Nelson Pereira
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Need help on an approval queue (coding
> customaction)
> 
> 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.
> > <http://www.myfax.com/referral_program.asp>  
> > 
> >   <http://www.myfax.com> 
> > 
> >  
> > 
> 
> 
> 
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