[rt-users] Approvals for resolved tickets?

[Kenneth Crocker]

Samuel,


	Do you want to alert billing to ANY ticket that gets resolved, 
regardless if it was in the Approvals queue or not? if so, a simple 
scrip with the "onResolve" condition would do it. However, if you have 
other conditions you want considered, you will need to make that 
condition "User-defined" and put in your specific perl code for your 
other conditions. You could also create a special template for this 
particular notification which would include the pertinent ticket info so 
that person wouldn't have to go to RT and hunt up the ticket, etc.

Kenn
LBNL

On 2/19/2008 9:47 AM, Samuel P. Howard wrote:
> Hi.
> 
> In order to help our billing person, I am trying to find a way to alert 
> her when a ticket gets resolved.  I've come up with a few options, and 
> would like some thoughts, opinions, suggestions, etc:
> 
> 1 - Write a custom scrip that e-mails her upon Status -> Resolved
> 
> 2 - Try to convince the Approvals feature to work on Ticket Resolved, 
> not Ticket Created
> 
>  From these, the pros and cons so far:
> 
> 1:
>   pros: should be pretty easy to implment
>   cons: piles of e-mail in her inbox
>   cons: the data is outside of RT, so hard for someone else to step in 
> if she goes on vacation, gets sick, etc
> 
> 2:
>   pros: if it can be done, it should give a nice view via RT (single 
> location to go to for the data)
>   cons: can Approvals be convinced to work on Status->Resolved?
> 
> Right now, we have a custom field that is used in a report to find 
> tickets that have not yet been billed, but there are a few problems with 
> this.
> 
> 1 - no timely notification (i.e. she has to run the report daily and try 
> to figure out what's different to review each ticket for complete data 
> needed to do the billing)
> 2 - if the custom field "accidentally" gets flipped, the ticket never 
> shows in the report, so it never gets billed or accounted for.
> 
> Hopefully, this gives some idea of what we are trying to achieve.  
> Suggestions welcome!
> 
> Thanks,
> Sam
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
>