A little question about Approval

Daniel_Garcia_Mejia · December 12, 2011, 5:10pm

Hi,

I have a question about creating approvals in RT. I don’t understand
how it worksApprovals. Is to define a template ‘Queue: ___Approvals’ in
a queue where we want to implement the Approval?
Conceptually, ‘Approval’ is a separate queue where we send tickets that
must be approved prior to solving them? What is the difference then with
the concept of parent-child ticket? (because I can not see the
difference between Approval and parent-child ticket)

Thanks!!

…
/ / Daniel Garcï¿½a Mejï¿½a
C E / S / C A Portals i Repositoris
/_/ Centre de Serveis Cientï¿½fics i Acadï¿½mics de Catalunya

Gran Capitï¿½, 2-4 (Edifici Nexus) - 08034 Barcelona
T. (NULL) - F. 93 205 6979 - dgarcia@cesca.cat
…

Kevin_Falcone · December 12, 2011, 5:38pm

Hi,

I have a question about creating approvals in RT. I don’t understand how it works Approvals.
Is to define a template ‘Queue: ___Approvals’ in a queue where we want to implement the
Approval?
Conceptually, ‘Approval’ is a separate queue where we send tickets that must be approved prior
to solving them? What is the difference then with the concept of parent-child ticket? (because
I can not see the difference between Approval and parent-child ticket)

Daniel - RT has a built in ___Approvals queue that is used, you can’t
turn other queues into Approvals queues.

You can find the Queue under Configuration → Queues by clicking the
‘show disabled queues’ checkbox. The ___Approvals Queue is normally
left disabled to hide it from various parts of the UI.

-kevin

Daniel_Garcia_Mejia · December 12, 2011, 5:58pm

Then you can define the following workflow?

1.-Create a ticket in a queue.
2.-Automatically pass this ticket to queue ‘__Approvals’ that it is
necessary to approve some users.
3.-When the ticket is approved by the some users, that the ticket go to
another queue differently.

Is it possible?

THANKS!!:)On 12/12/11 18:10, Daniel Garcia Mejia wrote:

Hi,

I have a question about creating approvals in RT. I don’t understand
how it worksApprovals. Is to define a template ‘Queue: ___Approvals’
in a queue where we want to implement the Approval?
Conceptually, ‘Approval’ is a separate queue where we send tickets
that must be approved prior to solving them? What is the difference
then with the concept of parent-child ticket? (because I can not see
the difference between Approval and parent-child ticket)

Thanks!!

–
…
__
/ / Daniel Garcï¿½a Mejï¿½a
C E / S / C A Portals i Repositoris
/_/ Centre de Serveis Cientï¿½fics i Acadï¿½mics de Catalunya

Gran Capitï¿½, 2-4 (Edifici Nexus) - 08034 Barcelona
T. (NULL) - F. 93 205 6979 -dgarcia@cesca.cat
…

…
/ / Daniel Garcï¿½a Mejï¿½a
C E / S / C A Portals i Repositoris
/_/ Centre de Serveis Cientï¿½fics i Acadï¿½mics de Catalunya

Gran Capitï¿½, 2-4 (Edifici Nexus) - 08034 Barcelona
T. (NULL) - F. 93 205 6979 - dgarcia@cesca.cat
…

Kevin_Falcone · December 12, 2011, 6:08pm

Then you can define the following workflow?

1.-Create a ticket in a queue.
2.-Automatically pass this ticket to queue ‘__Approvals’ that it is necessary to approve some
users.
3.-When the ticket is approved by the some users, that the ticket go to another queue
differently.

Is it possible?

The ticket doesn’t move into ___Approvals. You use a CreateTickets
Action to create a second linked ticket in ___Approvals. You then have a
Scrip that runs on the original ticket to move it to another queue once
it’s been approved.

RT’s approvals process uses at least 2 tickets, one in the original
queue and one of type approval in the ___Approvals queue.

-kevin> On 12/12/11 18:10, Daniel Garcia Mejia wrote:

 Hi,

 I have a question about creating approvals in RT.  I don't understand how it works
 Approvals. Is to define a template 'Queue: ___Approvals' in a queue where we want to
 implement the Approval?
 Conceptually, 'Approval' is a separate queue where we send tickets that must be approved
 prior to solving them? What is the difference then with the concept of parent-child ticket?
 (because I can not see the difference between Approval and parent-child ticket)

 Thanks!!

Daniel_Garcia_Mejia · December 13, 2011, 2:05pm

Then you can define the following workflow?

1.-Create a ticket in a queue.
2.-Automatically pass this ticket to queue ‘__Approvals’ that it is
necessary to approve some users.
3.-When the ticket is approved by the some users, that the ticket go
to another queue differently.

Is it possible?

THANKS!!

Hi,

I have a question about creating approvals in RT. I don’t understand
how it worksApprovals. Is to define a template ‘Queue: ___Approvals’
in a queue where we want to implement the Approval?
Conceptually, ‘Approval’ is a separate queue where we send tickets
that must be approved prior to solving them? What is the difference
then with the concept of parent-child ticket? (because I can not see
the difference between Approval and parent-child ticket)

Thanks!!

–
…
__
/ / Daniel Garcï¿½a Mejï¿½a
C E / S / C A Portals i Repositoris
/_/ Centre de Serveis Cientï¿½fics i Acadï¿½mics de Catalunya

Gran Capitï¿½, 2-4 (Edifici Nexus) - 08034 Barcelona
T. (NULL) - F. 93 205 6979 -dgarcia@cesca.cat
…

–
…
__
/ / Daniel Garcï¿½a Mejï¿½a
C E / S / C A Portals i Repositoris
/_/ Centre de Serveis Cientï¿½fics i Acadï¿½mics de Catalunya

Gran Capitï¿½, 2-4 (Edifici Nexus) - 08034 Barcelona
T. (NULL) - F. 93 205 6979 -dgarcia@cesca.cat
…

Thanks Kevin! I answer some question, please read if you have time,
thank you!

1.- What is it you want to use RT for?

I’m working in a company that provides services to various clients and
want to implement the new version of RT (currently have 3.6).
Naturally, the company has different departments but now I’m trying to
implement a specified workflow.

2.- How many user will be making requests?
This ‘workflow’ consists of 3 types of users:
A.- User A can accept tickets that create the user B.
B.- User B can accept user C.
C.- User C can not accept tickets.

How many steps in your flow do you envision and what are they for?

This ‘workflow’ consists of the following steps:
1.-For example User B creates a ticket in a queue ‘Example1’.
2.-Automatically, the ticket going to have to be approved by a user C.
3.-When the user has accepted the ticket C User B, it passes to another
queue ticket ‘Example2’ with status ‘resolved’.

Is that possible?

3.-Who will work on the tickets in these steps and how many of THEM are
there?

In the above example, we see that type of ticket that intervened User B
and C, user A has not intervened as it interacts with B Only

THANKS!!!

Best regards!

…
/ / Daniel Garcï¿½a Mejï¿½a
C E / S / C A Portals i Repositoris
/_/ Centre de Serveis Cientï¿½fics i Acadï¿½mics de Catalunya

Gran Capitï¿½, 2-4 (Edifici Nexus) - 08034 Barcelona
T. (NULL) - F. 93 205 6979 - dgarcia@cesca.cat
…

Kevin_Falcone · December 13, 2011, 2:42pm

How many steps in your flow do you envision and what are they for?

This ‘workflow’ consists of the following steps:
1.-For example User B creates a ticket in a queue ‘Example1’.
2.-Automatically, the ticket going to have to be approved by a user C.
3.-When the user has accepted the ticket C User B, it passes to
another queue ticket ‘Example2’ with status ‘resolved’.

You have an On Create Scrip in Example1 that creates the ___Approvals
ticket and a Scrip in Approvals or in Example1 (depending on how you
want to write the condition) that moves the ticket to Example2 and
changes the status.

I’m not able to write out all the code required for this, but I
believe you already have access to the code examples from a training
that contain the first half of this.

-kevin