Approval workflow problem

RT Users
1

Hi all

According to the book: RT Essentials page 94. It say : "Once an approval is
rejected, its original ticket is immediately rejected, and all of its other
approvals are rejected as well."
I test it in my RT system (version 3.8.1), but in fact RT does not follow
the rule mentioned above.
When I rejected the approval, RT system just changed the approval ticket’
status to “Reject”,
and the original ticket didn’t change anything. Because the approval
ticket’s status setted to “Reject”,
the original ticket didn’t depend on the approval, so the original ticket
displayed in the queue without approving.

I think the action about Approval does not make sense.
The original ticket should be rejected automatically.
Anyone had the same problem?? And how did you solve it?
Thanks!!

2

Hi Andro

try to move the line “Depended-On-By: TOP” out of the “Content: …
ENDOFCONTENT” block, e.g. move it above the “Content: …” line.

This should fix the problem.

Good luck!On Oct 9, 2008, at 4:18 PM, Andro Wei wrote:

Hi all

According to the book: RT Essentials page 94. It say : “Once an
approval is rejected, its original ticket is immediately rejected,
and all of its other approvals are rejected as well.”
I test it in my RT system (version 3.8.1), but in fact RT does not
follow the rule mentioned above.
When I rejected the approval, RT system just changed the approval
ticket’ status to “Reject”,
and the original ticket didn’t change anything. Because the approval
ticket’s status setted to “Reject”,
the original ticket didn’t depend on the approval, so the original
ticket displayed in the queue without approving.

I think the action about Approval does not make sense.
The original ticket should be rejected automatically.
Anyone had the same problem?? And how did you solve it?
Thanks!!

The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

best wishes
sunnavy

3

Hi sunnavy

Thanks for your respone.
But I didn’t make this mastake, because I had read the manual:
http://wiki.bestpractical.com/view/ApprovalCreation
My problem is the process logic: When an approval is rejected, its original
ticket should be rejected automatically.
In my enviroment, When I reject the approval, its original ticket just
didn’t depend on
the approval. The original ticket didn’t be rejected.
In othe words, the original ticket still in the queue.

Best regards,
Andro

sunnavy-2 wrote:

Hi Andro

try to move the line “Depended-On-By: TOP” out of the “Content: …
ENDOFCONTENT” block, e.g. move it above the “Content: …” line.

This should fix the problem.

Good luck!

Hi all

According to the book: RT Essentials page 94. It say : “Once an
approval is rejected, its original ticket is immediately rejected,
and all of its other approvals are rejected as well.”
I test it in my RT system (version 3.8.1), but in fact RT does not
follow the rule mentioned above.
When I rejected the approval, RT system just changed the approval
ticket’ status to “Reject”,
and the original ticket didn’t change anything. Because the approval
ticket’s status setted to “Reject”,
the original ticket didn’t depend on the approval, so the original
ticket displayed in the queue without approving.

I think the action about Approval does not make sense.
The original ticket should be rejected automatically.
Anyone had the same problem?? And how did you solve it?
Thanks!!

The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

best wishes
sunnavy

The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

View this message in context: http://www.nabble.com/Approval-workflow-problem-tp19894456p19948597.html

4

Hi Andro

Just after you create the original ticket, does the ticket depend on
the approval ticket?
If the header stuff is correct, the original ticket should depend on
the approval ticket, and won’t be changed because of the reject thing.

All things are fine to me.On Oct 13, 2008, at 12:06 PM, Andro wrote:

Hi sunnavy

Thanks for your respone.
But I didn’t make this mastake, because I had read the manual:
ApprovalCreation - Request Tracker Wiki
My problem is the process logic: When an approval is rejected, its
original
ticket should be rejected automatically.
In my enviroment, When I reject the approval, its original ticket just
didn’t depend on
the approval. The original ticket didn’t be rejected.
In othe words, the original ticket still in the queue.

Best regards,
Andro

sunnavy-2 wrote:

Hi Andro

try to move the line “Depended-On-By: TOP” out of the “Content: …
ENDOFCONTENT” block, e.g. move it above the “Content: …” line.

This should fix the problem.

Good luck!

On Oct 9, 2008, at 4:18 PM, Andro Wei wrote:

Hi all

According to the book: RT Essentials page 94. It say : “Once an
approval is rejected, its original ticket is immediately rejected,
and all of its other approvals are rejected as well.”
I test it in my RT system (version 3.8.1), but in fact RT does not
follow the rule mentioned above.
When I rejected the approval, RT system just changed the approval
ticket’ status to “Reject”,
and the original ticket didn’t change anything. Because the approval
ticket’s status setted to “Reject”,
the original ticket didn’t depend on the approval, so the original
ticket displayed in the queue without approving.

I think the action about Approval does not make sense.
The original ticket should be rejected automatically.
Anyone had the same problem?? And how did you solve it?
Thanks!!

The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

best wishes
sunnavy

The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

–
View this message in context: http://www.nabble.com/Approval-workflow-problem-tp19894456p19948597.html
Sent from the Request Tracker - User mailing list archive at
Nabble.com.

The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

best wishes
sunnavy

5

Hi sunnavy

I show you my practice as below(some image files):
Step 1. I create an ticket
http://www.nabble.com/file/p19951001/1.png

Step 2. Result of creating ticket (including the Links)
http://www.nabble.com/file/p19951001/3.png

Step3. Ticket in the queue(pending approval)
http://www.nabble.com/file/p19951001/4.png

Step4. Rejecting the approval
http://www.nabble.com/file/p19951001/5.png

Step5. Approval’s status change from ‘new’ to ‘rejected’
http://www.nabble.com/file/p19951001/6.png

Step6. The original ticket still in the queue
http://www.nabble.com/file/p19951001/7.png

My problem is Step 6 , why the original ticket didn’t be rejected ?

Best regards,
Andro

Hi Andro

Just after you create the original ticket, does the ticket depend on
the approval ticket?
If the header stuff is correct, the original ticket should depend on
the approval ticket, and won’t be changed because of the reject thing.

All things are fine to me.

View this message in context: http://www.nabble.com/Approval-workflow-problem-tp19894456p19951001.html

6

Hi Andro

The steps you showed seems ok.

I suggest you check the following:

  1. check /Admin/Queues/Scrips.html?id=2 to see if the scrip
    (“If an approval is rejected, reject the original and delete pending
    approvals” )
    is in the current scrips.

  2. check the log to see if something weird happened.
    Log is always the best friend of debugging.On Oct 13, 2008, at 4:55 PM, Andro wrote:

Hi sunnavy I show you my practice as below(some image files): Step

  1. I create an ticket Step 2. Result of creating ticket (including
    the Links) Step3. Ticket in the queue(pending approval) Step4.
    Rejecting the approval Step5. Approval’s status change from ‘new’
    to ‘rejected’ Step6. The original ticket still in the queue My
    problem is Step 6 , why the original ticket didn’t be rejected ?
    Best regards, Andro Hi Andro Just after you create the original
    ticket, does the ticket depend on the approval ticket? If the header
    stuff is correct, the original ticket should depend on the approval
    ticket, and won’t be changed because of the reject thing. All things
    are fine to me.
    View this message in context: Re: Approval workflow problem
    Sent from the Request Tracker - User mailing list archive at
    Nabble.com.

The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

best wishes
sunnavy

7

Hi sunnavy

1 I checked the scrip, my RT seems to have it. Some info are below:
(1) my RT view
http://www.nabble.com/file/p19986078/10.png
(2) Custom action preparation code(copy from RT web interface):

-------------------------------------------------------------------

return(0) unless ( lc($self->TransactionObj->NewValue) eq “rejected” or
lc($self->TransactionObj->NewValue) eq “deleted” );

my $rejected = 0;
my $links = $self->TicketObj->DependedOnBy;
foreach my $link (@{ $links->ItemsArrayRef }) {
my $obj = $link->BaseObj;
if ($obj->QueueObj->IsActiveStatus($obj->Status)) {
if ($obj->Type eq ‘ticket’) {
$obj->Comment(
Content => $self->loc(“Your request was rejected.”),
);
$obj->SetStatus(
Status => ‘rejected’,
Force => 1,
);

    $T::Approval = $self->TicketObj; # so we can access it inside templates
    $self->{TicketObj} = $obj;  # we want the original id in the token line
    $rejected = 1;
}
else {
    $obj->SetStatus(
	Status	=> 'deleted',
	Force	=> 1,
    );
}
}

}

$links = $self->TicketObj->DependsOn;
foreach my $link (@{ $links->ItemsArrayRef }) {
my $obj = $link->TargetObj;
if ($obj->QueueObj->IsActiveStatus($obj->Status)) {
$obj->SetStatus(
Status => ‘deleted’,
Force => 1,
);
}
}

Now magically turn myself into a Requestor Notify object…

require RT::Action::Notify; bless($self, ‘RT::Action::Notify’);
$self->{Argument} = ‘Requestor’; $self->Prepare;

return $rejected;

-------------------------------------------------------------------

2 I had checking the log, but I don’t know how to read it.
I post it is below:
(1) when I created ticket, the log is below:
Oct 15 10:49:01 darkmoon RT: About to think about scrips for
transaction #452
Oct 15 10:49:01 darkmoon RT: About to think about scrips for transaction
#453
Oct 15 10:49:02 darkmoon RT: About to think about scrips for transaction
#454
Oct 15 10:49:02 darkmoon RT: About to think about scrips for transaction
#455
Oct 15 10:49:02 darkmoon RT: About to think about scrips for transaction
#456
Oct 15 10:49:02 darkmoon RT: About to prepare scrips for transaction #456
Oct 15 10:49:03 darkmoon RT: Found 5 scrips for TransactionCreate stage with
applicable type(s) Create
Oct 15 10:49:03 darkmoon RT: Line: ===
Oct 15 10:49:03 darkmoon RT: Line: ===Create-Ticket: poreq
Oct 15 10:49:03 darkmoon RT: **** Create ticket: create-poreq
Oct 15 10:49:04 darkmoon RT: Line: Subject: Approve purchase order for
{$Tickets{‘TOP’}->Subject}
Oct 15 10:49:04 darkmoon RT: Line: Depended-On-By: TOP
Oct 15 10:49:04 darkmoon RT: Line: Queue: General
Oct 15 10:49:04 darkmoon RT: Line: Type: approval
Oct 15 10:49:05 darkmoon RT: Line: Owner: andro
Oct 15 10:49:05 darkmoon RT: Line: Content: Someone has created a purchase
requisition. Please review and approve it, so they can spend some money.
Oct 15 10:49:05 darkmoon RT: Line: ENDOFCONTENT
Oct 15 10:49:06 darkmoon RT: About to commit scrips for transaction #456
Oct 15 10:49:06 darkmoon RT: Committing scrip #16 on txn #456 of ticket #69
Oct 15 10:49:06 darkmoon RT: In CreateByTemplate
Oct 15 10:49:06 darkmoon RT: Workflow: processing create-poreq of
RT::Ticket=HASH(0x4f0ebc0)
Oct 15 10:49:07 darkmoon RT: Workflow: evaluating Subject: Approve purchase
order for {$Tickets{‘TOP’}->Subject} Depended-On-By: TOP Queue: General
Type: approval Owner: andro Content: Someone has created a purchase
requisition. Please review and approve it, so they can spend some money.
ENDOFCONTENT
Oct 15 10:49:07 darkmoon RT: Workflow: yielding Subject: Approve purchase
order for A10 Depended-On-By: TOP Queue: General Type: approval Owner: andro
Content: Someone has created a purchase requisition. Please review
andapprove it, so they can spend some money. ENDOFCONTENT
Oct 15 10:49:07 darkmoon RT: About to think about scrips for transaction
#457
Oct 15 10:49:07 darkmoon RT: About to think about scrips for transaction
#458
Oct 15 10:49:08 darkmoon RT: About to think about scrips for transaction
#459
Oct 15 10:49:08 darkmoon RT: About to think about scrips for transaction
#460
Oct 15 10:49:08 darkmoon RT: About to think about scrips for transaction
#461
Oct 15 10:49:08 darkmoon RT: About to prepare scrips for transaction #461
Oct 15 10:49:09 darkmoon RT: Found 5 scrips for TransactionCreate stage with
applicable type(s) Create
Oct 15 10:49:09 darkmoon RT: Line: ===
Oct 15 10:49:09 darkmoon RT: Line: ===Create-Ticket: poreq
Oct 15 10:49:09 darkmoon RT: **** Create ticket: create-poreq
Oct 15 10:49:10 darkmoon RT: Line: Subject: Approve purchase order for
{$Tickets{‘TOP’}->Subject}
Oct 15 10:49:10 darkmoon RT: Line: Depended-On-By: TOP
Oct 15 10:49:10 darkmoon RT: Line: Queue: General
Oct 15 10:49:10 darkmoon RT: Line: Type: approval
Oct 15 10:49:11 darkmoon RT: Line: Owner: andro
Oct 15 10:49:11 darkmoon RT: Line: Content: Someone has created a purchase
requisition. Please review and approve it, so they can spend some money.
Oct 15 10:49:11 darkmoon RT: Line: ENDOFCONTENT
Oct 15 10:49:12 darkmoon RT: About to commit scrips for transaction #461
Oct 15 10:49:12 darkmoon RT: Committing scrip #16 on txn #461 of ticket #70
Oct 15 10:49:12 darkmoon RT: Committing scrip #3 on txn #461 of ticket #70
Oct 15 10:49:12 darkmoon RT: Calling SetRecipientDigests for transaction
RT::Transaction=HASH(0x50ee288), id 461
Oct 15 10:49:13 darkmoon RT: Working on mailfield To; recipients are
Oct 15 10:49:13 darkmoon RT: Subject: [realsun.com.tw #70] AutoReply:
Approve purchase order for A10 From: “The default queue via RT” <>
Message-ID: rt-3.8.1-1501-1224038951-581.70-3-0@realsun.com.tw Precedence:
bulk X-RT-Loop-Prevention: realsun.com.tw RT-Ticket: realsun.com.tw #70
Managed-by: RT 3.8.1 (http://www.bestpractical.com/rt/) Auto-Submitted:
auto-replied MIME-Version: 1.0 Content-Transfer-Encoding: 8bit Content-Type:
text/plain; charset=“utf-8” X-RT-Original-Encoding:utf-8
Oct 15 10:49:13 darkmoon RT: Removing deferred recipients from To: line
Oct 15 10:49:13 darkmoon RT: Setting deferred recipients for attribute
creation
Oct 15 10:49:14 darkmoon RT: Working on mailfield Cc; recipients are
Oct 15 10:49:14 darkmoon RT: Subject: [realsun.com.tw #70] AutoReply:
Approve purchase order for A10 From: “The default queue via RT” <>
Message-ID: rt-3.8.1-1501-1224038951-581.70-3-0@realsun.com.tw Precedence:
bulk X-RT-Loop-Prevention: realsun.com.tw RT-Ticket: realsun.com.tw #70
Managed-by: RT 3.8.1 (http://www.bestpractical.com/rt/) Auto-Submitted:
auto-replied MIME-Version: 1.0 Content-Transfer-Encoding: 8bit Content-Type:
text/plain; charset=“utf-8” X-RT-Original-Encoding:utf-8
Oct 15 10:49:14 darkmoon RT: Removing deferred recipients from Cc: line
Oct 15 10:49:14 darkmoon RT: Setting deferred recipients for attribute
creation
Oct 15 10:49:15 darkmoon RT: Working on mailfield Bcc; recipients are
Oct 15 10:49:15 darkmoon RT: Subject: [realsun.com.tw #70] AutoReply:
Approve purchase order for A10 From: “The default queue via RT” <>
Message-ID: rt-3.8.1-1501-1224038951-581.70-3-0@realsun.com.tw Precedence:
bulk X-RT-Loop-Prevention: realsun.com.tw RT-Ticket: realsun.com.tw #70
Managed-by: RT 3.8.1 (http://www.bestpractical.com/rt/) Auto-Submitted:
auto-replied MIME-Version: 1.0 Content-Transfer-Encoding: 8bit Content-Type:
text/plain; charset=“utf-8” X-RT-Original-Encoding:utf-8
Oct 15 10:49:15 darkmoon RT: Removing deferred recipients from Bcc: line
Oct 15 10:49:15 darkmoon RT: Setting deferred recipients for attribute
creation
Oct 15 10:49:16 darkmoon RT: No recipients found for deferred delivery on
transaction #461
Oct 15 10:49:16 darkmoon RT:
rt-3.8.1-1501-1224038951-581.70-3-0@realsun.com.tw #70/461 - Scrip 3 On
Create Autoreply To Requestors
(/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:302)
Oct 15 10:49:16 darkmoon RT:
rt-3.8.1-1501-1224038951-581.70-3-0@realsun.com.tw No recipients found.
Not sending. (/opt/rt3/bin/…/lib/RT/Interface/Email.pm:338)
Oct 15 10:49:16 darkmoon RT: Committing scrip #4 on txn #461 of ticket #70
Oct 15 10:49:17 darkmoon RT: Calling SetRecipientDigests for transaction
RT::Transaction=HASH(0x50ee288), id 461
Oct 15 10:49:17 darkmoon RT: Working on mailfield To; recipients are
Oct 15 10:49:17 darkmoon RT: Subject: [realsun.com.tw #70] Approve purchase
order for A10 From: “The RT System itself via RT” <> Reply-To:
In-Reply-To: References: RT-Ticket-70@realsun.com.tw Message-ID:
rt-3.8.1-1501-1224038951-1762.70-4-0@realsun.com.tw Precedence: bulk
X-RT-Loop-Prevention: realsun.com.tw RT-Ticket: realsun.com.tw #70
Managed-by: RT 3.8.1 (http://www.bestpractical.com/rt/) MIME-Version: 1.0
Content-Transfer-Encoding: 8bit Content-Type: text/plain; charset=“utf-8”
X-RT-Original-Encoding: utf-8
Oct 15 10:49:17 darkmoon RT: Removing deferred recipients from To: line
Oct 15 10:49:18 darkmoon RT: Setting deferred recipients for attribute
creation
Oct 15 10:49:18 darkmoon RT: Working on mailfield Cc; recipients are
Oct 15 10:49:18 darkmoon RT: Subject: [realsun.com.tw #70] Approve purchase
order for A10 From: “The RT System itself via RT” <> Reply-To:
In-Reply-To: References: RT-Ticket-70@realsun.com.tw Message-ID:
rt-3.8.1-1501-1224038951-1762.70-4-0@realsun.com.tw Precedence: bulk
X-RT-Loop-Prevention: realsun.com.tw RT-Ticket: realsun.com.tw #70
Managed-by: RT 3.8.1 (http://www.bestpractical.com/rt/) MIME-Version: 1.0
Content-Transfer-Encoding: 8bit Content-Type: text/plain; charset=“utf-8”
X-RT-Original-Encoding: utf-8
Oct 15 10:49:18 darkmoon RT: Removing deferred recipients from Cc: line
Oct 15 10:49:19 darkmoon RT: Setting deferred recipients for attribute
creation
Oct 15 10:49:19 darkmoon RT: Working on mailfield Bcc; recipients are
Oct 15 10:49:19 darkmoon RT: Subject: [realsun.com.tw #70] Approve purchase
order for A10 From: “The RT System itself via RT” <> Reply-To:
In-Reply-To: References: RT-Ticket-70@realsun.com.tw Message-ID:
rt-3.8.1-1501-1224038951-1762.70-4-0@realsun.com.tw Precedence: bulk
X-RT-Loop-Prevention: realsun.com.tw RT-Ticket: realsun.com.tw #70
Managed-by: RT 3.8.1 (http://www.bestpractical.com/rt/) MIME-Version: 1.0
Content-Transfer-Encoding: 8bit Content-Type: text/plain; charset=“utf-8”
X-RT-Original-Encoding: utf-8
Oct 15 10:49:19 darkmoon RT: Removing deferred recipients from Bcc: line
Oct 15 10:49:20 darkmoon RT: Setting deferred recipients for attribute
creation
Oct 15 10:49:20 darkmoon RT: No recipients found for deferred delivery on
transaction #461
Oct 15 10:49:20 darkmoon RT:
rt-3.8.1-1501-1224038951-1762.70-4-0@realsun.com.tw #70/461 - Scrip 4 On
CreateNotify AdminCcs (/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:302)
Oct 15 10:49:20 darkmoon RT:
rt-3.8.1-1501-1224038951-1762.70-4-0@realsun.com.tw No recipients found.
Not sending. (/opt/rt3/bin/…/lib/RT/Interface/Email.pm:338)
Oct 15 10:49:21 darkmoon RT: Committing scrip #11 on txn #461 of ticket #70
Oct 15 10:49:21 darkmoon RT: Ticket 70 created in queue ‘General’ by
RT_System (/opt/rt3/bin/…/lib/RT/Ticket_Overlay.pm:659)
Oct 15 10:49:21 darkmoon RT: Assigned create-poreq with 70
Oct 15 10:49:21 darkmoon RT: Handling links for 70
Oct 15 10:49:22 darkmoon RT: Building DependedOnBy link for TOP: 69
Oct 15 10:49:22 darkmoon RT: Handling postponed actions for 70
Oct 15 10:49:22 darkmoon RT: Committing scrip #3 on txn #456 of ticket #69
Oct 15 10:49:22 darkmoon RT: Calling SetRecipientDigests for transaction
RT::Transaction=HASH(0x4c828c0), id 456
Oct 15 10:49:23 darkmoon RT: Working on mailfield To; recipients are
root@localhost
Oct 15 10:49:23 darkmoon RT: Subject: [realsun.com.tw #69] AutoReply: A10
RT-Ticket-69@realsun.com.tw Message-ID:
rt-3.8.1-1501-1224038945-1681.69-3-0@realsun.com.tw Precedence: bulk
X-RT-Loop-Prevention: realsun.com.tw RT-Ticket: realsun.com.tw #69
Managed-by: RT 3.8.1 (http://www.bestpractical.com/rt/) RT-Originator:
root@localhost Auto-Submitted: auto-replied To: root@localhost MIME-Version:
1.0 Content-Transfer-Encoding: 8bit Content-Type: text/plain;
charset=“utf-8” X-RT-Original-Encoding: utf-8
Oct 15 10:49:23 darkmoon RT: Got user mail preference ‘Individual messages’
for user root@localhost
Oct 15 10:49:23 darkmoon RT: Removing deferred recipients from To: line
Oct 15 10:49:24 darkmoon RT: Setting deferred recipients for attribute
creation
Oct 15 10:49:24 darkmoon RT: Working on mailfield Cc; recipients are
Oct 15 10:49:24 darkmoon RT: Subject: [realsun.com.tw #69] AutoReply: A10
RT-Ticket-69@realsun.com.tw Message-ID:
rt-3.8.1-1501-1224038945-1681.69-3-0@realsun.com.tw Precedence: bulk
X-RT-Loop-Prevention: realsun.com.tw RT-Ticket: realsun.com.tw #69
Managed-by: RT 3.8.1 (http://www.bestpractical.com/rt/) RT-Originator:
root@localhost Auto-Submitted: auto-replied To: root@localhost MIME-Version:
1.0 Content-Transfer-Encoding: 8bit Content-Type: text/plain;
charset=“utf-8” X-RT-Original-Encoding: utf-8
Oct 15 10:49:24 darkmoon RT: Removing deferred recipients from Cc: line
Oct 15 10:49:25 darkmoon RT: Setting deferred recipients for attribute
creation
Oct 15 10:49:25 darkmoon RT: Working on mailfield Bcc; recipients are
Oct 15 10:49:25 darkmoon RT: Subject: [realsun.com.tw #69] AutoReply: A10
RT-Ticket-69@realsun.com.tw Message-ID:
rt-3.8.1-1501-1224038945-1681.69-3-0@realsun.com.tw Precedence: bulk
X-RT-Loop-Prevention: realsun.com.tw RT-Ticket: realsun.com.tw #69
Managed-by: RT 3.8.1 (http://www.bestpractical.com/rt/) RT-Originator:
root@localhost Auto-Submitted: auto-replied To: root@localhost MIME-Version:
1.0 Content-Transfer-Encoding: 8bit Content-Type: text/plain;
charset=“utf-8” X-RT-Original-Encoding: utf-8
Oct 15 10:49:25 darkmoon RT: Removing deferred recipients from Bcc: line
Oct 15 10:49:26 darkmoon RT: Setting deferred recipients for attribute
creation
Oct 15 10:49:26 darkmoon RT: No recipients found for deferred delivery on
transaction #456
Oct 15 10:49:26 darkmoon RT:
rt-3.8.1-1501-1224038945-1681.69-3-0@realsun.com.tw #69/456 - Scrip 3 On
Create Autoreply To Requestors
(/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:302)
Oct 15 10:49:27 darkmoon RT:
rt-3.8.1-1501-1224038945-1681.69-3-0@realsun.com.tw sent To:
root@localhost (/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:333)
Oct 15 10:49:27 darkmoon RT: About to think about scrips for transaction
#462
Oct 15 10:49:27 darkmoon RT: Committing scrip #4 on txn #456 of ticket #69
Oct 15 10:49:27 darkmoon RT: Calling SetRecipientDigests for transaction
RT::Transaction=HASH(0x4c828c0), id 456
Oct 15 10:49:28 darkmoon RT: Working on mailfield To; recipients are
Oct 15 10:49:28 darkmoon RT: Subject: [realsun.com.tw #69] A10 From: “Enoch
Root via RT” <> Reply-To: In-Reply-To: References:
RT-Ticket-69@realsun.com.tw Message-ID:
rt-3.8.1-1501-1224038945-745.69-4-0@realsun.com.tw Precedence: bulk
X-RT-Loop-Prevention: realsun.com.tw RT-Ticket: realsun.com.tw #69
Managed-by: RT 3.8.1 (http://www.bestpractical.com/rt/) RT-Originator:
root@localhost MIME-Version: 1.0 Content-Transfer-Encoding: 8bit
Content-Type: text/plain; charset=“utf-8” X-RT-Original-Encoding: utf-8
Oct 15 10:49:28 darkmoon RT: Removing deferred recipients from To: line
Oct 15 10:49:28 darkmoon RT: Setting deferred recipients for attribute
creation
Oct 15 10:49:29 darkmoon RT: Working on mailfield Cc; recipients are
Oct 15 10:49:29 darkmoon RT: Subject: [realsun.com.tw #69] A10 From: “Enoch
Root via RT” <> Reply-To: In-Reply-To: References:
RT-Ticket-69@realsun.com.tw Message-ID:
rt-3.8.1-1501-1224038945-745.69-4-0@realsun.com.tw Precedence: bulk
X-RT-Loop-Prevention: realsun.com.tw RT-Ticket: realsun.com.tw #69
Managed-by: RT 3.8.1 (http://www.bestpractical.com/rt/) RT-Originator:
root@localhost MIME-Version: 1.0 Content-Transfer-Encoding: 8bit
Content-Type: text/plain; charset=“utf-8” X-RT-Original-Encoding: utf-8
Oct 15 10:49:29 darkmoon RT: Removing deferred recipients from Cc: line
Oct 15 10:49:29 darkmoon RT: Setting deferred recipients for attribute
creation
Oct 15 10:49:30 darkmoon RT: Working on mailfield Bcc; recipients are
Oct 15 10:49:30 darkmoon RT: Subject: [realsun.com.tw #69] A10 From: “Enoch
Root via RT” <> Reply-To: In-Reply-To: References:
RT-Ticket-69@realsun.com.tw Message-ID:
rt-3.8.1-1501-1224038945-745.69-4-0@realsun.com.tw Precedence: bulk
X-RT-Loop-Prevention: realsun.com.tw RT-Ticket: realsun.com.tw #69
Managed-by: RT 3.8.1 (http://www.bestpractical.com/rt/) RT-Originator:
root@localhost MIME-Version: 1.0 Content-Transfer-Encoding: 8bit
Content-Type: text/plain; charset=“utf-8” X-RT-Original-Encoding: utf-8
Oct 15 10:49:30 darkmoon RT: Removing deferred recipients from Bcc: line
Oct 15 10:49:30 darkmoon RT: Setting deferred recipients for attribute
creation
Oct 15 10:49:28 darkmoon RT: Removing deferred recipients from To: line
Oct 15 10:49:28 darkmoon RT: Setting deferred recipients for attribute
creation
Oct 15 10:49:29 darkmoon RT: Working on mailfield Cc; recipients are
Oct 15 10:49:29 darkmoon RT: Subject: [realsun.com.tw #69] A10 From: “Enoch
Root via RT” <> Reply-To: In-Reply-To: References:
RT-Ticket-69@realsun.com.tw Message-ID:
rt-3.8.1-1501-1224038945-745.69-4-0@realsun.com.tw Precedence: bulk
X-RT-Loop-Prevention: realsun.com.tw RT-Ticket: realsun.com.tw #69
Managed-by: RT 3.8.1 (http://www.bestpractical.com/rt/) RT-Originator:
root@localhost MIME-Version: 1.0 Content-Transfer-Encoding: 8bit
Content-Type: text/plain; charset=“utf-8” X-RT-Original-Encoding: utf-8
Oct 15 10:49:29 darkmoon RT: Removing deferred recipients from Cc: line
Oct 15 10:49:29 darkmoon RT: Setting deferred recipients for attribute
creation
Oct 15 10:49:30 darkmoon RT: Working on mailfield Bcc; recipients are
Oct 15 10:49:30 darkmoon RT: Subject: [realsun.com.tw #69] A10 From: “Enoch
Root via RT” <> Reply-To: In-Reply-To: References:
RT-Ticket-69@realsun.com.tw Message-ID:
rt-3.8.1-1501-1224038945-745.69-4-0@realsun.com.tw Precedence: bulk
X-RT-Loop-Prevention: realsun.com.tw RT-Ticket: realsun.com.tw #69
Managed-by: RT 3.8.1 (http://www.bestpractical.com/rt/) RT-Originator:
root@localhost MIME-Version: 1.0 Content-Transfer-Encoding: 8bit
Content-Type: text/plain; charset=“utf-8” X-RT-Original-Encoding: utf-8
Oct 15 10:49:30 darkmoon RT: Removing deferred recipients from Bcc: line
Oct 15 10:49:30 darkmoon RT: Setting deferred recipients for attribute
creation
Oct 15 10:49:31 darkmoon RT: No recipients found for deferred delivery on
transaction #456
Oct 15 10:49:31 darkmoon RT:
rt-3.8.1-1501-1224038945-745.69-4-0@realsun.com.tw #69/456 - Scrip 4 On
Create Notify AdminCcs (/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:302)
Oct 15 10:49:31 darkmoon RT:
rt-3.8.1-1501-1224038945-745.69-4-0@realsun.com.tw No recipients found.
Not sending. (/opt/rt3/bin/…/lib/RT/Interface/Email.pm:338)
Oct 15 10:49:31 darkmoon RT: Committing scrip #11 on txn #456 of ticket #69
Oct 15 10:49:32 darkmoon RT: Ticket 69 created in queue ‘General’ by root
(/opt/rt3/bin/…/lib/RT/Ticket_Overlay.pm:659)

(2) When I rejected the approval, the log is below:
Oct 15 10:50:45 darkmoon RT: About to think about scrips for transaction
#463
Oct 15 10:50:45 darkmoon RT: About to prepare scrips for transaction #463
Oct 15 10:50:46 darkmoon RT: Found 4 scrips for TransactionCreate stage with
applicable type(s) Status
Oct 15 10:50:46 darkmoon RT: About to commit scrips for transaction #463
Oct 15 10:50:46 darkmoon RT: Committing scrip #11 on txn #463 of ticket #70

Sorry about the verbose log. Thanks for your help!

Best regards,
Andro

sunnavy-2 wrote:

Hi Andro

The steps you showed seems ok.

I suggest you check the following:

  1. check /Admin/Queues/Scrips.html?id=2 to see if the scrip
    (“If an approval is rejected, reject the original and delete pending
    approvals” )
    is in the current scrips.

  2. check the log to see if something weird happened.
    Log is always the best friend of debugging.

Hi sunnavy I show you my practice as below(some image files): Step

  1. I create an ticket Step 2. Result of creating ticket (including
    the Links) Step3. Ticket in the queue(pending approval) Step4.
    Rejecting the approval Step5. Approval’s status change from ‘new’
    to ‘rejected’ Step6. The original ticket still in the queue My
    problem is Step 6 , why the original ticket didn’t be rejected ?
    Best regards, Andro Hi Andro Just after you create the original
    ticket, does the ticket depend on the approval ticket? If the header
    stuff is correct, the original ticket should depend on the approval
    ticket, and won’t be changed because of the reject thing. All things
    are fine to me.
    View this message in context: Re: Approval workflow problem
    Sent from the Request Tracker - User mailing list archive at
    Nabble.com.

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best wishes
sunnavy

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View this message in context: http://www.nabble.com/Approval-workflow-problem-tp19894456p19986078.html