[rt-users] Rights, rights, rights... Approval queue...

[Kenneth Crocker]

Jean-Sebastien,


	I've heard of manywho have trouble getting rights to act consistently 
at the approvals level. That's why I created my own approvals method by 
just setting up a "regular" queue to collect the tickets initially and 
then granting the appropriate rights. When approved, the person 
approving can move the ticket to the correct queue OR a scrip could do 
it if there was a simple choice of where. This makes it simple AND the 
ticket number remains the same from approval to support and audit 
doesn't get confused.

Kenn
LBNL

On 2/7/2008 7:24 AM, Jean-Sebastien Morisset wrote:
> On Thu, Feb 07, 2008 at 03:09:54PM +0000, Jean-Sebastien Morisset wrote:
>> On Wed, Feb 06, 2008 at 11:19:48AM -0800, Kenneth Crocker wrote:
> [snip!] 
>> I should also mention that I've configured the ___Approval queue. For
>> some reason it's showing up on the user's home page. I thought the
>> ___Approval queue would be hidden... Should it be?
>>
>> I'm still tweaking the approval process. There's some conflicts between
>> the global scrips and the approval queue scrips. For example, the global
>> scrip "On Create Notify AdminCcs with template Transaction" and the
>> ___Approval queue scrip "On Create Notify AdminCcs with template New
>> Pending Approval". It looks like I'll have to move that global scrip
>> into each queue instead to avoid duplicate e-mails with the ___Approval
>> queue.
> 
> I might as well explain how I configured the Approval process too. :-)
> 
> Configuration -> Global -> Scrips:
> 
>     On ApprovlReq Create Tickets with template Create Approval
>     (I ran an insert in the DB for this. It seems to work fine.)
> 
> Configuration -> Global -> Templates:
> 
> Create Approval
>     ===Create-Ticket: management-approval
>     Subject: Approval for Ticket #{$Tickets{"TOP"}->Id}: {$Tickets{'TOP'}->Subject}
>     Queue: ___Approvals
>     Type: approval
>     Owner: Nobody
>     Cc: {$Tickets{'TOP'}->RequestorAddresses}
>     Cc: {$Tickets{'TOP'}->OwnerObj->EmailAddress}
>     DependedOnBy: {$Tickets{"TOP"}->Id}
>     RefersTo: {$Tickets{"TOP"}->Id}
>     CustomField1: {$Tickets{'TOP'}->FirstCustomFieldValue('1')}
>     CustomField5: {$Tickets{'TOP'}->FirstCustomFieldValue('5')}
>     ContentType: text/plain
>     Content: A request regarding "{$Tickets{'TOP'}->Subject}" in the {$Tickets{'TOP'}->QueueObj->Name} queue needs management approval. Please approve / resolve or reject this ticket to proceed.
> 
>     Original Ticket Request:
> 
>     {$Tickets{'TOP'}->Transactions->First->Content}
>     ENDOFCONTENT
> 
> At one point I tried using an AdminCc with the 'Management' group
> members, but instead I've listed the Management group as Admin Watchers
> for the ___Approval queue...
> 
> Configuration -> Queues -> ___Approvals -> Watchers:
> 
> Administrative Cc:
>     Management 
> 
> Configuration -> Queues -> ___Approvals -> Group Rights:
> 
> User defined groups: Management
>     CommentOnTicket
>     ModifyTicket
>     OwnTicket
>     ReplyToTicket
>     ShowTicket
>     ShowTicketComments
>     StealTicket
>     TakeTicket
> 
> Configuration -> Queues -> ___Approvals -> Scrips:
> 
>     On Create Notify AdminCcs with template New Pending Approval
>     (This conflicts with a global 'On Create' scrip.)
> 
> Configuration -> Queues -> ___Approvals -> Templates:
> 
> New Pending Approval
>     Subject: New Pending Approval: {$Ticket->Subject}
> 
>     There is a new item pending your approval: "{$Ticket->Subject()}",
>     a summary of which appears below.
> 
>     Please visit the following URL to approve or reject this ticket.
>     You can also use {$RT::WebURL}Approvals/ to batch-process all your
>     pending approvals.
> 
>     Ticket Approval URL:
>     {$RT::WebURL}Approvals/Display.html?id={$Ticket->id}
> 
>     {$Transaction->Content()}
> 
> So... What do you think? On the right track? Off the track a bit? :-)
> 
> Thanks,
> js.