Create more approval queues

RT Users
1

I have a question with creating more approbal queues, other than the
default that comes (’___Approval’)

I create a new queue with type ‘approval’.

My problem is that when creating a ticket that creates a ticket approval
in queue ‘__Aprobbal’ when it is approved, the ticket automatically
switches to ‘open’.
In contrast, in another queue ‘approbal’ that I created, the ticket does
not go ‘open’ IS ALWAYSas ‘new’.

Why is this?

Thankyou!!

…
/ / Daniel Garc�a Mej�a
C E / S / C A Portals i Repositoris
/_/ Centre de Serveis Cient�fics i Acad�mics de Catalunya

Gran Capit�, 2-4 (Edifici Nexus) - 08034 Barcelona
T. (NULL) - F. 93 205 6979 - dgarcia@cesca.cat
…

2

Queue ___Approvals has its own special rules, checkout RT::Approval::Rule and
RT::Approval::Rule::Created

best wishes
sunnavyOn 11-12-20 15:52, Daniel Garcia Mejia wrote:

I have a question with creating more approbal queues, other than the
default that comes (‘___Approval’)

I create a new queue with type ‘approval’.

My problem is that when creating a ticket that creates a ticket
approval in queue ‘__Aprobbal’ when it is approved, the ticket
automatically switches to ‘open’.
In contrast, in another queue ‘approbal’ that I created, the ticket
does not go ‘open’ IS ALWAYSas ‘new’.

Why is this?

Thankyou!!

–
…
__
/ / Daniel García Mejía
C E / S / C A Portals i Repositoris
/_/ Centre de Serveis Científics i Acadèmics de Catalunya

Gran Capità, 2-4 (Edifici Nexus) - 08034 Barcelona
T. (NULL) - F. 93 205 6979 - dgarcia@cesca.cat
…

RT Training Sessions (http://bestpractical.com/services/training.html)

  • Boston March 5 & 6, 2012
3

So, it is possible to have a duplicate copy of queue ‘__Approval’ but
with another name?On 20/12/11 15:52, Daniel Garcia Mejia wrote:

I have a question with creating more approbal queues, other than the
default that comes (‘___Approval’)

I create a new queue with type ‘approval’.

My problem is that when creating a ticket that creates a ticket
approval in queue ‘__Aprobbal’ when it is approved, the ticket
automatically switches to ‘open’.
In contrast, in another queue ‘approbal’ that I created, the ticket
does not go ‘open’ IS ALWAYSas ‘new’.

Why is this?

Thankyou!!

…
/ / Daniel Garc�a Mej�a
C E / S / C A Portals i Repositoris
/_/ Centre de Serveis Cient�fics i Acad�mics de Catalunya

Gran Capit�, 2-4 (Edifici Nexus) - 08034 Barcelona
T. (NULL) - F. 93 205 6979 - dgarcia@cesca.cat
…

4

Yes, then you need to customize RT::Approval::Rule on your own.

best wishes
sunnavyOn 11-12-20 16:46, Daniel Garcia Mejia wrote:

So, it is possible to have a duplicate copy of queue ‘__Approval’
but with another name?

On 20/12/11 15:52, Daniel Garcia Mejia wrote:

I have a question with creating more approbal queues, other than
the default that comes (‘___Approval’)

I create a new queue with type ‘approval’.

My problem is that when creating a ticket that creates a ticket
approval in queue ‘__Aprobbal’ when it is approved, the ticket
automatically switches to ‘open’.
In contrast, in another queue ‘approbal’ that I created, the
ticket does not go ‘open’ IS ALWAYSas ‘new’.

Why is this?

Thankyou!!

–
…
__
/ / Daniel García Mejía
C E / S / C A Portals i Repositoris
/_/ Centre de Serveis Científics i Acadèmics de Catalunya

Gran Capità, 2-4 (Edifici Nexus) - 08034 Barcelona
T. (NULL) - F. 93 205 6979 - dgarcia@cesca.cat
…

RT Training Sessions (http://bestpractical.com/services/training.html)

  • Boston March 5 & 6, 2012
5

So, it is possible to have a duplicate copy of queue ‘__Approval’ but
with another name?

No, not without some decent hacking on core RT and an understanding of
how approvals work. To fully emulate the ___Approvals queue, you’d also
need to disable it with the value of 2 in the database. It’s probably
possible nowadays to patch RT to check against the queue lifecycle
rather than the hardcoded queue name, if you wanted to submit a
patch/pull request.

Thomas

6

So, I have this script that put ticket status from ‘new’ to ‘open’ when
all dependend on by are resolt.
With normal tickets WORKS, but with approbal tickets doesn’t work… why ?

The script is:

return 1 if ($self->TransactionObj->NewValue !~
/^(?:resolved|deleted|rejected)$/);
my $DepOnBy = $self->TicketObj->DependedOnBy;
while( my $l = $DepOnBy->Next ) {
next unless( $l->BaseURI->IsLocal );
next unless( $l->BaseObj->Status =~ /^(?:new|open|stalled)$/ );

 # here you can add any action
 # see also example below
 $l->BaseObj->SetStatus('resolved');

}
$DepOnBy = undef;
return 1;

Thanks for you timeOn 20/12/11 16:46, Daniel Garcia Mejia wrote:

So, it is possible to have a duplicate copy of queue ‘__Approval’ but
with another name?

On 20/12/11 15:52, Daniel Garcia Mejia wrote:

I have a question with creating more approbal queues, other than the
default that comes (‘___Approval’)

I create a new queue with type ‘approval’.

My problem is that when creating a ticket that creates a ticket
approval in queue ‘__Aprobbal’ when it is approved, the ticket
automatically switches to ‘open’.
In contrast, in another queue ‘approbal’ that I created, the ticket
does not go ‘open’ IS ALWAYSas ‘new’.

Why is this?

Thankyou!!

…
/ / Daniel Garc�a Mej�a
C E / S / C A Portals i Repositoris
/_/ Centre de Serveis Cient�fics i Acad�mics de Catalunya

Gran Capit�, 2-4 (Edifici Nexus) - 08034 Barcelona
T. (NULL) - F. 93 205 6979 - dgarcia@cesca.cat
…