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

Wed Jun 29 17:14:51 EDT 2011

On Wed, Jun 29, 2011 at 05:04:27PM -0400, Christopher Lasater wrote:
> 	I was not using the __approval queue that is created by default, I created another one call POapproval and selected the approval lifecycle.  Will this make it work the same way as the __approval queue?  I checked the scrips under __approval and I do not see anything special that would create different behavior.  If the queue the approval is sent to just needs to have its lifecycle be approved, then it does not seem to be working for me.

The ___Approvals queue in RT is special.
If you'd like RT's built-in approvals code to be triggered, you need
to use that Queue.

The reject code isn't done as a Scrip which is why you don't see it
there, it's in the Rule I mentioned.

You should consider using the built in ___Approvals queue, it will let
you use the Approval link on the left side of RT and the Approvals UI
it provides.

If you don't want to use ___Approvals you will need to write your own
Scrip to reject the original ticket.

-kevin

> 
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone
> Sent: Wednesday, June 29, 2011 4:50 PM
> To: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Ticket can be Resolved when Depending on Rejected Approval Ticket
> 
> On Wed, Jun 29, 2011 at 04:45:05PM -0400, Christopher Lasater wrote:
> > What do you mean by cascade the reject up to the Original ticket?  The original ticket shows that the depends on ticket (the approval) is rejected, but the status for the original does not changed...
> 
> When a ticket in the ___Approvals queue is rejected, there is code to run and reject the original ticket.
> 
> lib/RT/Approval/Rule/Rejected.pm
> 
> -kevin
> 
> > From: rt-users-bounces at lists.bestpractical.com 
> > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin 
> > Falcone
> > Sent: Wednesday, June 29, 2011 4:30 PM
> > To: rt-users at lists.bestpractical.com
> > Subject: Re: [rt-users] Ticket can be Resolved when Depending on 
> > Rejected Approval Ticket
> > 
> > On Tue, Jun 28, 2011 at 10:49:20AM -0400, Christopher Lasater wrote:
> > >    Ohh yeah, this is RT-4.0.  Is this also the behavior in previous versions?
> > 
> > When you reject an Approvals ticket it should cascade that Reject back up to the Original ticket automatically.  That is built-in default behavior.
> > 
> > There is no code to prevent you from resolving it after it has been rejected.
> > 
> > -kevin
> > 
> > >    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. [1]clasater at taleo.com
> > >    [2]TALEO
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