An Approval Queue Problem

RT Users
1

I have created a queue called “ReviewApproval” with the “approval” Lifecycle.
I use it in tandem with the built-in “___Approvals” queue.

Both queues share nearly identical response templates (The in-built
“___Approvals” queue needs no scrips. “ReviewApproval” has custom scrips to
mirror the “___Approvals” behaviour).

When a ticket is created, two depends-on tickets are also created; One in
the “ReviewApproval” queue and another in the “___Approvals” queue.

When the “ReviewApproval” ticket is resolved, the template response is
applied to the depends-on ticket in the “ReviewApproval” queue NOT the
original ticket.

When the “___Approvals” ticket is resolved the template response IS added to
the original ticket.

How can I mimic the “___Approvals” response behaviour?

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2

I have created a queue called “ReviewApproval” with the “approval” Lifecycle.
I use it in tandem with the built-in “___Approvals” queue.

Both queues share nearly identical response templates (The in-built
“___Approvals” queue needs no scrips. “ReviewApproval” has custom scrips to
mirror the “___Approvals” behaviour).

How can I mimic the “___Approvals” response behaviour?

Unfortunately, not all of the logic on ___Approvals is in Scrips.
Some of it is in Rules, and you’ll need to apply those Rules to your
other Queue too. lib/RT/Approval.pm has the relevant place to start
chasing code. It is my hope that code will be gone in 4.4 since it’s
awful and horrid.

-kevin

3

Hi Kevin,

I managed to mirror the behaviour of the approvals queue by doing exactly
what you said. You are right though, it is awful and horrid.

Thankfully there is a workaround.

Thank you

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