How to approve ticket resolution?

I need to set up a system where a manager has to approve has to approve a
ticket before it’s closed.

I’ve tried the ___Aprovals queue; what happens is:

User marks Ticket as resolved

Approval goes into the queue

Ticket shows up as resolved

Manager approves the ticket

RT changes the ticket from ‘resolved’ to ‘open’

Not the right thing at all.

Somehow I have to trap the “resolved” action before it gets acted on so a
manager has to approve it.

Any way to do that?

If you have eight hours to chop down a tree
spend six sharpening your axe.
–Abraham Lincoln

Hi Yan,

The way we did this was to create a custom field for all tickets. It’s called “Ready for Closure” and it has two options, “Yes” or “No”.

Instead of marking the ticket as resolved, the user marks it as “Ready for Closure”.

The manager has a view which shows unresolved tickets that are ready for closure, and the manager then resolves those tickets if they are happy with them / approve them.

I hope this helps.

Matt StosicOn 09/03/2011, at 10:36 AM, Yan Seiner wrote:

I need to set up a system where a manager has to approve has to approve a
ticket before it’s closed.

I’ve tried the ___Aprovals queue; what happens is:

User marks Ticket as resolved

Approval goes into the queue

Ticket shows up as resolved

Manager approves the ticket

RT changes the ticket from ‘resolved’ to ‘open’

Not the right thing at all.

Somehow I have to trap the “resolved” action before it gets acted on so a
manager has to approve it.

Any way to do that?


If you have eight hours to chop down a tree
spend six sharpening your axe.
–Abraham Lincoln

I thought about that…

My problem is that I already require management approval to open a ticket,
so managers and users are used to the approval queue.

What I really need is to remove “resolve” from non-management users, and
replace it with “review”…

If only I knew perl… :frowning:

–YanOn Tue, March 8, 2011 3:55 pm, Matt Stosic wrote:

Hi Yan,

The way we did this was to create a custom field for all tickets. It’s
called “Ready for Closure” and it has two options, “Yes” or “No”.

Instead of marking the ticket as resolved, the user marks it as “Ready for
Closure”.

The manager has a view which shows unresolved tickets that are ready for
closure, and the manager then resolves those tickets if they are happy
with them / approve them.

I hope this helps.

Matt Stosic

On 09/03/2011, at 10:36 AM, Yan Seiner wrote:

I need to set up a system where a manager has to approve has to approve
a
ticket before it’s closed.

I’ve tried the ___Aprovals queue; what happens is:

User marks Ticket as resolved

Approval goes into the queue

Ticket shows up as resolved

Manager approves the ticket

RT changes the ticket from ‘resolved’ to ‘open’

Not the right thing at all.

Somehow I have to trap the “resolved” action before it gets acted on so
a
manager has to approve it.

Any way to do that?


If you have eight hours to chop down a tree
spend six sharpening your axe.
–Abraham Lincoln

!DSPAM:4d76c1fc310301804284693!

If you have eight hours to chop down a tree
spend six sharpening your axe.
–Abraham Lincoln

What I really need is to remove “resolve” from non-management users, and
replace it with “review”…

HAH!

If you have eight hours to chop down a tree
spend six sharpening your axe.
–Abraham Lincoln

Yan,

We did something similar. The CF was “QA Approval Status” an it had several
values (ie.pending, Acceptance Testing, waiting for signiture, Approved,
Migrated). When the value is “Approved” we send out a notice to the ticket
owner and Queue manager that the ticket is ready for migration to production
and when it is “Migrated” we automatically Resolve it and the resolve
notifciation lets everyone know. We do all this with Scrips. If you’d like,
I can help you set this up (CF’s, values, scrips, notifications, templates).

Kenn
LBNLOn Tue, Mar 8, 2011 at 4:27 PM, Yan Seiner yan@seiner.com wrote:

I thought about that…

My problem is that I already require management approval to open a ticket,
so managers and users are used to the approval queue.

What I really need is to remove “resolve” from non-management users, and
replace it with “review”…

If only I knew perl… :frowning:

–Yan

On Tue, March 8, 2011 3:55 pm, Matt Stosic wrote:

Hi Yan,

The way we did this was to create a custom field for all tickets. It’s
called “Ready for Closure” and it has two options, “Yes” or “No”.

Instead of marking the ticket as resolved, the user marks it as “Ready
for
Closure”.

The manager has a view which shows unresolved tickets that are ready for
closure, and the manager then resolves those tickets if they are happy
with them / approve them.

I hope this helps.

Matt Stosic

On 09/03/2011, at 10:36 AM, Yan Seiner wrote:

I need to set up a system where a manager has to approve has to approve
a
ticket before it’s closed.

I’ve tried the ___Aprovals queue; what happens is:

User marks Ticket as resolved

Approval goes into the queue

Ticket shows up as resolved

Manager approves the ticket

RT changes the ticket from ‘resolved’ to ‘open’

Not the right thing at all.

Somehow I have to trap the “resolved” action before it gets acted on so
a
manager has to approve it.

Any way to do that?


If you have eight hours to chop down a tree
spend six sharpening your axe.
–Abraham Lincoln

!DSPAM:4d76c1fc310301804284693!


If you have eight hours to chop down a tree
spend six sharpening your axe.
–Abraham Lincoln