I am playing around with RT4 and want to utilize it for three purposes
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:
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, &
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.