[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...
>

It turns out that the reason for this was that the Approval queue was renamed from "___Approvals" to "Approvals", while this inferred to be required by the wiki, it seems to break the rejected chain to the original ticket.

I have created a Ticket Custom Field called "Approval Required" with a list of users who would approve tickets. The idea being that the approver would be set either at ticket creation, or afterwards once the ticket has been reviewed by an operator.

I have a Scrip that calls the Approval create template when the Custom Field is set - how do I set the owner of the approval ticket to the value of a custom field in the template??


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