[rt-users] __Approvals

[Kevin Holleran]

Good morning,

I am playing around with RT4 and want to utilize it for three purposes
right now:

Change Management
System Access Requests
Policy ratification workflow.

I have read RT Essentials & also grabbed the e-book by Ken Crocker.  I have
decided my first crack at it will be utilizing the __Approvals queue.

I am currently working off of this document:
http://requesttracker.wikia.com/wiki/ApprovalCreation

I am starting with the Change Management workflow & expect that the other
two will be pretty much the same with some minor tweaks.

What I would like to happen is have a queue for each department that might
request a change.  Say Operations, Development, Business Intelligence, &
Security.

I want to have a Custom Field called Impact that can be Minor, Low, Medium,
High, & Critical.  From there I would like to define a workflow based on
the queue it is in.

I am trying to figure out how to lay out the groups for approvers.  Is
there a way to define a manager/leader for a group?  For instance, to cover
the approvals I would like the following groups:

Operations -> Operations people & the Operations Manager
Development -> Developer & the Developer Manager
Business Intelligence -> B.I. folks & the B.I. Manager
Security -> InfoSec guys & the InfoSec Manager
Managers -> All the above people with Manager in their title
Executive -> CIO, CISO

So for all changes, I would like to have the requester, someone else in the
group, & the manager of that group have to approve it.  However, the impact
will involve other people.  A Low impact might involve the Operations
Manager & someone from the security group. A medium impact might include
All Managers & the infosec team, Critial would include approvals from the
CIO/CISO as well.

So it seems like with logic I can grab the custom field value then create a
series of approvals.  However, how would I identify the manager of the
group?  Would that be another custom field?

Also, sorry if I am being overly verbose, I am kind of working this out in
my head as I am learning the product....


Thanks for all your help.

Kevin
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