Approval process for ticket closure

RT Users
1

Hi All

I am trying to create an approval process for ticket closure.

I know this may sound strange at first… The business reason behind this is an ISO-requirement when tracking quality management issues, e.g. a somebody has to approve the implemented measure(s) is/are working within the specified boundaries.

So far all my attempts end up in a approve == ticket goes back to open / deny ticket goes to reject status which are both not helpful. The required situation would be approve == status goes to close / reject == status goes/stays back at open.

Is there some way to achive this approval process?

Regards
Roman

2

You want the approval ticket getting set to “approved” to then set the parent ticket to closed?

3

if the approval is positive i want the parent ticket to be closed (or if easier to achieve stay closed), otherwise the parent should stay open (or be re-opened).

4

I believe you could create an RT::Scrip that uses a user defined condition to check for a approval deny/approve and then perform some logic like setting the linked tickets status to closed in the custom action.

5

just to check if I get our idea right: that custom scrip would go to the ___Approvals queue and be called at ‘on resolve’ to its magic?

6

Are you able to apply scrips to the __Approvals queue? If not you may need to do some checks in the user defined section to see if the ticket being resolved is an approvals ticket

7

Maybe something like this for the custom condition:

if ( $self->TicketObj->QueueObj->Name eq '___Approvals'  && $self->TransactionObj->Type eq 'Status' ) {
   return 1;
}
return 0;
8

I don’t have the final code ready for you but here are my thoughts:

  • Create a Scrip “On Status Change”
  • Use this snippet to check for your approvals queue:
    if ($ticket->QueueObj->Name eq ‘APPROVALS’){
    if($self->TicketObj->Status eq ‘resolved’){
    ResolveLinkedTicket;
    }
    if($self->TicketObj->Status eq ‘resolved’){
    ReopenLinkedTicket;
    }
    }
  • For the referring ticket you should be able to use something like $self->TicketObj->RefersTo
  • To Close a ticket use SetStatus(‘resolved’) on the ticket that is referred to

Let me know your progress with setting up the scrip and I will be happy to try to assist you.

Best regards,
Andreas