Approvals - has anyone got it working?

Hi All

I am struggling to get the Approvals system working. I
have followed the instructions in Appendix 5 and the
ApprovalCreation wiki but it still does not work as I
expect it to.

I have created a Queue called “Change Requests” and -
other than that - have followed the ApprovalCreation
wiki to the letter.

When I submit a new ticket to the Change Requests
queue, it spawns a separate “depended on by” approval
ticket as expected - however -

  • both tickets are owned by Nobody. My understanding
    is that the approval ticket should somehow become
    automatically owned by the person(s) who need to
    approve/reject it. Without the owner being set, the
    ticket does not show in the Approvals tab on the
    approvers screen. I have set the approvers as
    AdminCC’s for the queue but this appears to have no
    impact. How does the system identify which person(s)
    need to approve a change and where is this set?

  • the un-approved child ticket is visible in the
    Change Requests queue with a status of NEW even though
    the approval ticket has not been approved. Someone
    could very easily work on this and only find out it
    wasn’t approved when they finally got around to
    resolving it and was hit with the dependency
    restriction. I thought the child ticket would be
    ’invisible’ (or at least have a UNAPPROVED status of
    some sort) until the approval ticket was approved or
    not?

I’m sure I must have missed something basic here but
have checked and double-checked against the
documentation and can’t get it to work.

Any help would be appreciated. RT Version 3.4.5.1

Thanks in advance

Brian

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I have just gotten this working today actually.

brian mccabe wrote:

Hi All

I am struggling to get the Approvals system working. I
have followed the instructions in Appendix 5 and the
ApprovalCreation wiki but it still does not work as I
expect it to.

I have created a Queue called “Change Requests” and -
other than that - have followed the ApprovalCreation
wiki to the letter.

Sounds good so far.

When I submit a new ticket to the Change Requests
queue, it spawns a separate “depended on by” approval
ticket as expected - however -

  • both tickets are owned by Nobody. My understanding
    is that the approval ticket should somehow become
    automatically owned by the person(s) who need to
    approve/reject it. Without the owner being set, the
    ticket does not show in the Approvals tab on the
    approvers screen. I have set the approvers as
    AdminCC’s for the queue but this appears to have no
    impact. How does the system identify which person(s)
    need to approve a change and where is this set?

As you already know, the approval system works simply be generating new
tickets that the TOP ticket depends upon the resolution of. Therefore
in the scrip that executes CreateTicket it has to be specified who the
generated tickets are supposed to belong to. Somone has to own the
generated tickets. Hence why your template needs to have the pragma
"Owner:" set. You can set the template to create tickets, one for each
user of a specific group and assign them to the users of the group. Look
again at the two wiki pages you refereced, example template code is there.

  • the un-approved child ticket is visible in the
    Change Requests queue with a status of NEW even though
    the approval ticket has not been approved. Someone
    could very easily work on this and only find out it
    wasn’t approved when they finally got around to
    resolving it and was hit with the dependency
    restriction. I thought the child ticket would be
    ’invisible’ (or at least have a UNAPPROVED status of
    some sort) until the approval ticket was approved or
    not?

Well, the unapproved ticket is visible to a user who has rights to see
it. But it does correctly label it as un-approved. But the ticket IS
new, so the status is correct. Also, if you click on the ticket it
shows the staff memeber that the ticket is still depending on a
unresolved ticket. The tech CAN change status to Open if allowed by his
rights. But as with ANY dependent tickets, it cannot be resolved until
the dependency is cleared. You can fine tune some of this by adjusting
security settings…for instance set it so that staff memeber cannot
change status on these tickets, etc.

Hello,

We have been using RT for a year now and are using RT 3.4.4 in 

production and 3.4.5 in test (both using Oracle 9i with Apache and
Perle). We want to use the Approvals concept to set up an approval first
workflow, BUT we do not want a new ticket to be created when the TOP one
is resolved. We want the original ticker to simply “move on” to the new
Queue assigned. For example; We want to have a Queue that reviews
requests that would nornally go to several Queues. The person that owns
the Review/Approval Queue to will get the original requests, and upon
completing the review, move that request to the Queue where the work
will be done or if rejected, inform the requestor of it’s rejection. Is
there a script available that would allow us to do this? Anyone?

Kenn

Jason Fenner wrote:

I have now got the Approvals system working after the
help from Jason - thanks Jason.

I do believe that the request from Ken below is the
more sensible way of approaching Approvals however. It
doesn’t risk someone working on an unapproved changed
(its easy to overlook the dependency until you try to
Resolve the ticket - i.e. too late!) and is also a
much simpler ticket structure for the majority of
users to understand.

I accept that it would create problems for
multi-approver tickets as there is only a single
ticket per change but maybe a mix n match approach
would be best.

My coding isn’t particularly hot but I’m more than
happy to spec out the requirement in more detail, and
to test any of this in our test system if someone
wants to try cut the code?

Hello,

We have been using RT for a year now and are

using RT 3.4.4 in
production and 3.4.5 in test (both using Oracle 9i
with Apache and
Perle). We want to use the Approvals concept to set
up an approval first
workflow, BUT we do not want a new ticket to be
created when the TOP one
is resolved. We want the original ticker to simply
"move on" to the new
Queue assigned. For example; We want to have a Queue
that reviews
requests that would nornally go to several Queues.
The person that owns
the Review/Approval Queue to will get the original
requests, and upon
completing the review, move that request to the
Queue where the work
will be done or if rejected, inform the requestor of
it’s rejection. Is
there a script available that would allow us to do
this? Anyone?

Kenn

Jason Fenner wrote:

I have just gotten this working today actually.

brian mccabe wrote:

Hi All

I am struggling to get the Approvals system
working. I

have followed the instructions in Appendix 5 and
the

ApprovalCreation wiki but it still does not work
as I

expect it to.

I have created a Queue called "Change Requests"
and -

other than that - have followed the
ApprovalCreation

wiki to the letter.

Sounds good so far.

When I submit a new ticket to the Change Requests
queue, it spawns a separate "depended on by"
approval

ticket as expected - however -

  • both tickets are owned by Nobody. My
    understanding

is that the approval ticket should somehow become
automatically owned by the person(s) who need to
approve/reject it. Without the owner being set,
the

ticket does not show in the Approvals tab on the
approvers screen. I have set the approvers as
AdminCC’s for the queue but this appears to have
no

impact. How does the system identify which
person(s)

need to approve a change and where is this set?

As you already know, the approval system works
simply be generating
new tickets that the TOP ticket depends upon the
resolution of.
Therefore in the scrip that executes CreateTicket
it has to be
specified who the generated tickets are supposed
to belong to. Somone
has to own the generated tickets. Hence why your
template needs to
have the pragma “Owner:” set. You can set the
template to create
tickets, one for each user of a specific group and
assign them to the
users of the group. Look again at the two wiki
pages you refereced,
example template code is there.

  • the un-approved child ticket is visible in the
    Change Requests queue with a status of NEW even
    though

the approval ticket has not been approved.
Someone

could very easily work on this and only find out
it

wasn’t approved when they finally got around to
resolving it and was hit with the dependency
restriction. I thought the child ticket would be
’invisible’ (or at least have a UNAPPROVED status
of

some sort) until the approval ticket was approved
or

not?

Well, the unapproved ticket is visible to a user
who has rights to see
it. But it does correctly label it as
un-approved. But the ticket IS
new, so the status is correct. Also, if you click
on the ticket it
shows the staff memeber that the ticket is still
depending on a
unresolved ticket. The tech CAN change status to
Open if allowed by
his rights. But as with ANY dependent tickets, it
cannot be resolved
until the dependency is cleared. You can fine
tune some of this by
adjusting security settings…for instance set it
so that staff
memeber cannot change status on these tickets,
etc.

I’m sure I must have missed something basic here
but

have checked and double-checked against the
documentation and can’t get it to work.

Any help would be appreciated. RT Version 3.4.5.1

Thanks in advance

Brian

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the all new Yahoo!

Security Centre. http://uk.security.yahoo.com


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http://wiki.bestpractical.com

Download a free sample chapter of RT Essentials
from O’Reilly Media at
http://rtbook.bestpractical.com

WE’RE COMING TO YOUR TOWN SOON - RT Training in
Amsterdam, Boston and
San Francisco - Find out more at
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