[rt-users] Approvals for resolved tickets?

[Samuel P. Howard]

Hi Kenn,

At this point, we aren't using Approvals at all, so the answer about ANY 
ticket is "sorta" ... we do have a few queues that we don't want to know 
about ... we have other partners using queues in our RT implementation, 
so we'd probably have to do a user defined condition, I suppose.

I guess one of our questions was, can the Approvals feature be used for 
the end of a ticket's life (onResolve), rather than the beginning 
(onCreate)?

Also, just doing an onResolve scrip, I didn't see an easy way to send 
the response output (template, et al) to a specific user (who is not in 
the AdminCC or any other list associated with the ticket) ... is there a 
good example somewhere I could borrow from?

Thanks,
Sam

Kenneth Crocker wrote:
> 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
>>
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