How to do multiple separate approval sources

RT Users
1

Hi all,
My school district has been using RT for IT for many years with great
success. We are looking to expand the use and add approvals. I have setup
a basic approval queue and am testing that but I’m not sure how to expand
it to cover multiple buildings.

Here’s the use scenario: We what principals of each building (7 total) to
be able to approve tickets from the staff of just their building. I have
setup a custom field in the tickets where they requester can select the
building they are in. Is there a way to script the approval so that if
custom field = building 1 then approval goes to principal 1, etc? Or do I
need to setup separate queues for each building?

I’m confused about what is the best approach to this problem. Any advice is
appreciated!

Aaron

2

Aaron,

Set up a queue for each building and then you can set up approvals for each
individual Queue.

KennOn Tue, Oct 30, 2012 at 2:00 PM, Aaron Zuercher aaron.techgeeks@gmail.comwrote:

Hi all,
My school district has been using RT for IT for many years with great
success. We are looking to expand the use and add approvals. I have setup
a basic approval queue and am testing that but I’m not sure how to expand
it to cover multiple buildings.

Here’s the use scenario: We what principals of each building (7 total) to
be able to approve tickets from the staff of just their building. I have
setup a custom field in the tickets where they requester can select the
building they are in. Is there a way to script the approval so that if
custom field = building 1 then approval goes to principal 1, etc? Or do I
need to setup separate queues for each building?

I’m confused about what is the best approach to this problem. Any advice
is appreciated!

Aaron

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3

Hi all,
My school district has been using RT for IT for many years with great success. We are looking
to expand the use and add approvals. I have setup a basic approval queue and am testing that
but I’m not sure how to expand it to cover multiple buildings.

Here’s the use scenario: We what principals of each building (7 total) to be able to approve
tickets from the staff of just their building. I have setup a custom field in the tickets
where they requester can select the building they are in. Is there a way to script the
approval so that if custom field = building 1 then approval goes to principal 1, etc? Or do I
need to setup separate queues for each building?

I’m confused about what is the best approach to this problem. Any advice is appreciated!

I assume you’re using RT’s built in ___Approvals queue and workflow.
If so, just set the Owner based on the Building selection. You can do
that from the CreateTickets action with something like
Owner: {
if ( $Tickets{TOP}->FirstCustomField(‘Building’) eq ‘Building 1’ ) {
go look up the principal and return it
} etc etc etc
}

Then just make sure that Owner has ShowTicket and it’ll limit to the
people who actually own the ticket.

-kevin