[rt-users] Urgent help on multi-stage approvals

[Hong Fai Leong]

Dear Jesse,

The setup only uses a single script and template. The setup works out of the
box as described in "RT Essentials".  In the  v3.6.3,  the  email to the
director  won't fire off until the manager approves his ticket. This was
achieved using the "Depends-On" directive in the director's template. In
3.6.7, both  manager and  director  will get the emails  as soon as the
approval  tickets are created.  The  director  won't be able to  resolve
his  ticket though  if the manager hasn't  approve his.  Any idea?


On Mon, Jul 28, 2008 at 9:19 PM, Jesse Vincent <jesse at bestpractical.com>
wrote:

>
> On Jul 28, 2008, at 2:41 AM, Hong Fai Leong wrote:
>
> Hi Jesse,
>
> Thanks for answering my mail.
>
> Here's my workflow setup. The idea here is to use the multi-stage approvals
> for the request which requires the manager approval before redirecting it to
> the director for approval.
>
> That basically looks right.  Which scrips fire when the ticket is created?
> When does the "notify the director" scrip fire?
>
>
> Templates:
>
> ===Create-Ticket: manager-endorsement
> Subject: Recruitment Request Endorsement::{$Tickets{'TOP'}->Subject}
> Depended-On-By: TOP
> Queue: ___Approvals
> Type: approval
> Owner: {
>     return $Tickets{'TOP'}->FirstCustomFieldValue('Approving
> Requester/Manager Id');
> }
> Content: Manager endorsement is needed for this request.
> Please see the parent ticket for details.
> ENDOFCONTENT
>
> ===Create-Ticket: director-endorsement
> Subject: Recruitment Request Endorsement::{$Tickets{'TOP'}->Subject}
> Depends-On: manager-endorsement
> Depended-On-By: TOP
> Queue: ___Approvals
> Type: approval
> Owner: ccelhf
> Content: Director endorsement is needed for this request.
> Please see the parent ticket for details.
> ENDOFCONTENT
>
> Scrips:
>
> On Create, Create ticket with the above template.
>
>
> Hong-Fai
>
>
> On Sun, Jul 27, 2008 at 8:37 AM, Jesse Vincent <jesse at bestpractical.com>wrote:
>
>>
>> On Jul 24, 2008, at 9:51 PM, Hong Fai Leong wrote:
>>
>> I've followed the example in "RT Essentials" on configuring a multistage
>> approval. It worked beautifully in v3.6.3. It fails to work after I've
>> upgraded RT to v3.6.7.
>>
>> In 3.6.3, the second approver will only receive an email upon the first
>> approval resolution of the approving ticket.
>>
>> In 3.6.7, both approvers will receive emails at the same time.
>>
>> Can someone confirm this behaviour? I would really like to have back the
>> behaviour found in 3.6.3. Can anyone out there who can help me on this.
>> This is really important in what I'm going to do in my organization. Any
>> advice is much appreciated. Thanks.
>>
>>
>> With the information you've given us so far, it's fairly hard to debug. RT
>> 3.6.3 was..quite a long time ago and we've fixed a fair number of bugs. It
>> may well be the case that one of those fixes has unintended consequences.
>> If you can share your workflow configuration with the list, someone might be
>> able to spot something.
>>
>> Best,
>> Jesse Vincent
>> Best Practical
>>
>>
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>>
>
>
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