[rt-users] How to approve ticket resolution?

[Matt Stosic]

Hi Yan,

The way we did this was to create a custom field for all tickets. It's called "Ready for Closure" and it has two options, "Yes" or "No".

Instead of marking the ticket as resolved, the user marks it as "Ready for Closure".

The manager has a view which shows unresolved tickets that are ready for closure, and the manager then resolves those tickets if they are happy with them / approve them.

I hope this helps.

Matt Stosic

On 09/03/2011, at 10:36 AM, Yan Seiner wrote:

> I need to set up a system where a manager has to approve has to approve a
> ticket before it's closed.
> 
> I've tried the ___Aprovals queue; what happens is:
> 
> User marks Ticket as resolved
> 
> Approval goes into the queue
> 
> Ticket shows up as resolved
> 
> Manager approves the ticket
> 
> RT changes the ticket from 'resolved' to 'open'
> 
> Not the right thing at all.
> 
> Somehow I have to trap the "resolved" action before it gets acted on so a
> manager has to approve it.
> 
> Any way to do that?
> 
> 
> -- 
> If you have eight hours to chop down a tree
> spend six sharpening your axe.
> --Abraham Lincoln
>