[rt-users] How to approve ticket resolution?

[Yan Seiner]

I thought about that...

My problem is that I already require management approval to open a ticket,
so managers and users are used to the approval queue.

What I really need is to remove "resolve" from non-management users, and
replace it with "review"....

If only I knew perl...  :-(

--Yan


On Tue, March 8, 2011 3:55 pm, Matt Stosic wrote:
> 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
>>
>
>
> !DSPAM:4d76c1fc310301804284693!
>
>


-- 
If you have eight hours to chop down a tree
spend six sharpening your axe.
--Abraham Lincoln