[rt-users] Change Management/Approvals

Kevin Holleran holleran.kevin at gmail.com
Mon Mar 25 16:14:14 EDT 2013


Good afternoon,

I know I have emailed in several times about this.  I was going to use the
__Approvals queue for this but I just couldn't get my mind wrapped around
using the template to script ticket creations based on criteria.  So I am
currently creating a perl module that will create a series of tickets based
on some criteria.  One of those criteria is the change impact.  My logic is:

if (impact_int >= 0) {

    create approval ticket for group InfoSec

    create approval ticket for requesting department Manager

if (impact_int >= 1 && impact_int < 3) {

    create approval ticket for group Managers (restrict to NOT requesting
department manager)

if (impact_int == 2) {

    create another approval ticket for group Managers --> how to restrict?
(like above & so the same manager does not approve 2 tickets)

if (impact_int >= 3) {

    create approval for all users in group Managers --> Do not need Manager
group as every manager must sign

if (impact_int >= 4) {

    create ticket for VP of I.T.

My question -  is there a way to create a group ticket but prevent the same
person from approving multiple tickets assigned to the group with the same
parent ticket?  So I want two different people in the manager queue to
approve a change, I would create two child tickets tied to the change
ticket, assign them to the Managers group, but I don't want manager Bill to
approve both.  However, there are 6 possible managers that can approve the
change & I only need 2.

Is this possible?

Thanks!


--
Kevin Holleran
Master of Science, Computer Information Systems
Grand Valley State University
Master of Business Administration
Western Michigan University
SANS GCFA, SANS GCFE,  CCNA, ISA, MCSA, MCDST, MCP

"Do today what others won't, do tomorrow what others can't" - SEALFit

"We are what we repeatedly do. Excellence, then, is not an act, but a
habit." - Aristotle
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