[rt-users] Ticket can be Resolved when Depending on Rejected Approval Ticket

[Kenneth Crocker]

Chris,

I'm not sure. When we originally put in RT, there was no approvals so we
created our own by creating a Queue used for Review and then based on CF
values automatically moved it to the correct Queue along with notifications,
etc. All history is with one ticket. Then RT came out with approvals but I
never got into it. I liked our way better. Privileges were the same and
easier to maintain.

Kenn
LBNL

On Tue, Jun 28, 2011 at 12:32 PM, Christopher Lasater <CLasater at taleo.com>wrote:

> Hey Kenneth,****
>
> Its not based on a CF for approval, its based on the RT approval system.
> Someone creates a ticket in a Queue and an additional ticket is created for
> approval and it pops up in the approval section of RT.  Isn’t this the
> normal process for approvals for RT?****
>
> Chris****
>
> ** **
>
> *From:* rt-users-bounces at lists.bestpractical.com [mailto:
> rt-users-bounces at lists.bestpractical.com] *On Behalf Of *Kenneth Crocker
> *Sent:* Tuesday, June 28, 2011 3:15 PM
>
> *To:* rt-users at lists.bestpractical.com
> *Subject:* Re: [rt-users] Ticket can be Resolved when Depending on
> Rejected Approval Ticket****
>
> ** **
>
> Cristopher,
>
> I'm curious. Why not just have these tickets created in a "General" or
> "Review" Queue and send a notification to whoever should approve of the
> ticket based on "From" or some CF value. Then when that Approver changes the
> value of a CF to indicate approval, move the ticket to the appropriate
> Queue? That way, all history stays with the original request ticket.
>
> Kenn
> LBNL****
>
> On Tue, Jun 28, 2011 at 7:49 AM, Christopher Lasater <CLasater at taleo.com>
> wrote:****
>
> Ohh yeah, this is RT-4.0.  Is this also the behavior in previous versions?
> ****
>
>  ****
>
> *From:* rt-users-bounces at lists.bestpractical.com [mailto:
> rt-users-bounces at lists.bestpractical.com] *On Behalf Of *Christopher
> Lasater
> *Sent:* Monday, June 27, 2011 3:26 PM
> *To:* rt-users at lists.bestpractical.com
> *Subject:* [rt-users] Ticket can be Resolved when Depending on Rejected
> Approval Ticket****
>
>  ****
>
> Hello,****
>
>                Not sure if this is normal, but I have a Queue set up so
> that when a ticket is created it will automatically create another ticket
> for Approval.  This seems to be working well, since the original ticket is
> immediately created with a Dependency for the Approval ticket.  If I try to
> Resolve the ticket before the approval process I get a dependency error,
> which is what I expect, but if I reject the approval I can then resolve the
> original ticket.  Shouldn’t I get an error message at this point saying it
> cannot be resolved and needs to be rejected?  Or have the approval
> automatically reject/close/resolve the original ticket?****
>
>  ****
>
>                Thanks****
>
>  ****
>
>  ****
>
> *Christopher Lasater
> **Technology Analyst I
> **Taleo
> **
> **T. 904.520.6046
> E. clasater at taleo.com
> *
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