[rt-users] Approvals

[Giles.Coochey at williamhill.com]

Hi,

I'm trying to set up approvals within RT. Everything is still in testing and this isn't a live system.

The version of RT is 3.8.8, upgraded from an original install of 3.8.7.

I more or less have things working - tickets are created in a queue and enter a state of "Pending Approval", another ticket is created in the Approvals queue and people with the appropriate permisions can approve or reject  a ticket.

If the ticket is approved it changes it's state from Pending Approval.

If a ticket is denied, however, the original ticket does not get rejected...

I have done some research and came across a thread where I needed a Scrip of the type "If an approval is rejected, reject the original and delete pending approval" - this Scrip did not exist in my installation so I created one in the Approvals queue:

Condition: On Status Cange
Action: User Defined
Template: Approval Rejected
State: TransactionCreate

However, it still does not work (the original ticket does not get rejected).

My Approval Rejected Template looks like this:

#start
Subject: Ticket Rejected: {$Ticket->Subject}

Greetings,

Your ticket has been rejected by { eval { $Approval->OwnerObj->Name } }.

Approver's notes: { $Notes }
#end

It seems I'm missing something, does anyone have the extra code that needs to go into the template to complete the actions (reject original and delete pending approval).

Thanks

Giles

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