[rt-users] Approvals in 3.8.2

[Alex Young]

Thanks for the info.

The way I had hoped to use it was having a "Approval" button on the ticket screen, and when pressed it would send all the info to the create new ticket/depends on screen with "Management Approvals" This bit works. I thought I would need separate approval queues for different groups of people.

So if I add Queue: ___Approvals to every template in the Management approvals queue, it should work correctly? They are just copies of the ones from the ___Approvals queue.

So should I remove the scrips from the Management Approvals queue?

Thanks,
Alex



-----Original Message-----
From: John Alexson [mailto:jalexson at jajxn.net] 
Sent: 13 February 2009 12:02
To: Alex Young
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Approvals in 3.8.2

On Fri, 2009-02-13 at 10:46 +0000, Alex Young wrote:
> I had the approval system working in 3.8.1, but for some reason it no
> longer works in 3.8.2 as expected.
> 
>  
> 
> If a new ticket is created in our approval queue “Management
> Approvals” it sends out a normal ticket email, not the approval email.
> 
>  

I was a bit confused by the revamped approvals in 3.8.2 as well --
especially the lack of scrips for the ___Approvals queue.  It seems
these actions are now hardcoded into the system -- at least for the
default actions (I'm sure somebody can elaborate more and far better
than me on this)

Here's how I got mine to work:

- Enable the ___Approvals queue
- In your templates for your approval queues, ensure that you have
"Queue: ___Approvals" specified. 
- Once the approval ticket got created in ___Approvals, everything
started falling into place.

Most of the examples I had seen show using a custom queue here, but that
didn't seem to be necessary with 3.8.2.

You probably understand this stuff already, but for benefit of other
confused semi-newbs like myself:

I suppose my biggest stumbling block to figuring this out was my lack of
understanding of same of the basic concepts of the Approvals system in
general. The biggest one being that for every approval, there's actually
TWO tickets:  The first being the normal ticket itself you want
approved. This is the one that gets created or moved into your
"Management Approvals" queue.  The second is a semi-hidden specialized
ticket that gets put in the __Approvals queue (or possibly a queue you
created prior to 3.8.2).  This is the ticket you see when clicking on
the Approvals link and has the Approve, Deny, Notes, etc. fields.

Like most things, this seems obvious once you know it, but piecing it
together in the beginning can be a little tricky and frustrating. :-)   

Good luck!

John Alexson

> 
> In the “Management Approvals” queue there is a scrip:
> 
> When an approval ticket is created, notify the Owner and AdminCc of
> the item awaiting their approval
>               $self->TicketObj->Type eq 'approval'   and
> 
>               $self->TransactionObj->Field eq 'Status'         and
> 
>               $self->TransactionObj->NewValue eq 'open'   and
> 
>               eval { $T::Approving =
> ($self->TicketObj->AllDependedOnBy( Type => 'ticket' ))[0] }
> 
>  
> 
> I had a look at the ___Approvals queue to see if it had changed, to
> find no Scrips at all. There were some updated templates, which I
> copied over to “Management Approvals”.
> 
>  
> 
> I know a small change was listed in the change log for 3.8.2; has this
> impacted my system?
> 
>  
> 
> Anyone have a clue why the approvals don’t work as expected? I don’t
> think they are being marked as an Approval either, as they just show
> up as a normal ticket and not in the Approvals page.
> 
> 
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