Approval before sending Correspondence

RT Users
1

Hi, folks. At my last job we used RT a lot, and now I’m trying to get a
client to use it.

The problem is their tickets often involve very touchy questions
answered by volunteers… so we need to have some control over when
things are sent out. There are a couple of ways I can think of to
implement this; i’d appreciate feedback as to which is the most
productive:

1.) Make a Reply only go out on Approval.
2.) Make a Reply only go out when some other custom property is set.
3.) Make it possible for a Comment to be turned into a Reply (and be
sent).
4.) Minimally, add a pop-up “are you sure” to the Reply option via
javascript.

All of these things (save the last) seem to involve blowing away the
default Scrip for Correspondence and triggering a similar scrip on some
other action.

Thanks in advance for any advice.
nothing can happen inside a sphere
that you could not inscribe upon it.
~mindlace http://mindlace.net

2

The problem is their tickets often involve very touchy questions
answered by volunteers… so we need to have some control over when
things are sent out.

About how many people are allowed to approve answers?

1.) Make a Reply only go out on Approval.

Did you look at RT’s approval mechanism? Maybe it can provide this
functionality (I’ve never used it, though).

2.) Make a Reply only go out when some other custom property is set.

Well, you could probably write a custom scrip which checks some kind of
approval flag, but I don’t see much use in this as the approval flag
had to be set before the reply is entered.

3.) Make it possible for a Comment to be turned into a Reply (and be
sent).

Modifying a transaction is against RT’s principle of not changing
history, so you’d have to repeat the content in a second transaction.
As a low-tech implementation, copy’n’pasty would do (arguably, this
could be considered a mere workaround).

4.) Minimally, add a pop-up “are you sure” to the Reply option via
javascript.

Probably the easiest to implement, but not very reliable as an
increasing number of users disables JavaScript, either for security
reasons (especially in corporate environments), or to avoid popups,
self-resizing windows and other annoying ‘features’ clueless web
designers come up with.

All of these things (save the last) seem to involve blowing away the
default Scrip for Correspondence and triggering a similar scrip on
some other action.

Well, allowing for customization is the very purpose of the scrip
system.

Sebastian

Sebastian Flothow
sebastian@flothow.de

Because it reverses the logical flow of conversation.