[rt-users] Working on Approvals...

[Jean-Sebastien Morisset]

Hi everyone,

I'm working on RT 3.6.6's approvals, and since ticket approvals are the
exceptions in our processes, I've decided to use a new status for them
called 'approvlreq'. I also inserted a new action in the DB to allow for
an On ApprovlReq scrip:

On ApprovlReq Create Tickets with template Create Approval

Create Approval:
    ===Create-Ticket: management-approval
    Subject: Approval for Ticket #{$Tickets{"TOP"}->Id}:
    {$Tickets{'TOP'}->Subject}
    Queue: ___Approvals
    Type: approval
    AdminCc: {
       my $groupname = 'Approval';
       my $groups = RT::Groups->new( $RT::SystemUser );
       $groups->LimitToUserDefinedGroups();
       $groups->Limit(
             'FIELD'    => 'Name',
             'OPERATOR' => '=',
             'VALUE'    => $groupname );
       $groups->First->Id;
    }
    DependedOnBy: {$Tickets{"TOP"}->Id}
    RefersTo: {$Tickets{"TOP"}->Id}
    CustomField1: {$Tickets{'TOP'}->FirstCustomFieldValue('1')}
    CustomField5: {$Tickets{'TOP'}->FirstCustomFieldValue('5')}
    ContentType: text/plain
    Content:
    
    ENDOFCONTENT

This is _kinda_ working fine, except that when tickets are changed to
the approvlreq status, they don't appear in the queue anymore - until
their status is changed back to new/open/etc. How can I have RT show
these tickets as active? BTW, my SiteConfig includes:

@ActiveStatus = qw(new approvlreq open stalled) unless @ActiveStatus;
@InactiveStatus = qw(resolved rejected deleted) unless @InactiveStatus;

I would have thought this was enough to tell RT that an approvlreq
status was an 'active' ticket, and therefore should be show... I'm
missing something, obviously. :-)

Thanks!
js.
-- 
Jean-Sebastien Morisset, Sr. UNIX Administrator <jsmoriss at mvlan.net>