Leveraging RT for Access Control

RT Users
1

Good morning,

I am very new to RT and just getting my feet wet.

Is it possible to define workflows where a ticket is assigned to someone,
then once they perform an action, have it automatically assigned to someone
else?

So a ticket comes in for access to system A, it is assigned to the business
unit manager, once they perform an action “close” or whatever, then it is
assigned to the security, then finally the server team to grant access.
Essentially I am trying to create an documented process for an approval
chain.

Is something like this possible or am I better off going a different route?

Thanks.

Kevin Holleran
Master of Science, Computer Information Systems
Grand Valley State University
Master of Business Administration
Western Michigan University
SANS GCFA, SANS GCFE, CCNA, ISA, MCSA, MCDST, MCP

“Do today what others won’t, do tomorrow what others can’t” - SEALFit

“We are what we repeatedly do. Excellence, then, is not an act, but a
habit.” - Aristotle

2

Good morning,

I am very new to RT and just getting my feet wet.

Is it possible to define workflows where a ticket is assigned to
someone, then once they perform an action, have it automatically
assigned to someone else?

So a ticket comes in for access to system A, it is assigned to the
business unit manager, once they perform an action “close” or whatever,
then it is assigned to the security, then finally the server team to
grant access. Essentially I am trying to create an documented process
for an approval chain.

Is something like this possible or am I better off going a different route?

Completely possible. The standard way to model an approvals chain is
using RT’s approvals system (which relies on scrips). You create a set
of tickets for each approval necessary, and chain them appropriately,
and the ticket requesting access is rejected if anyone rejects or opened
if everyone approves. Here’s a place to start:
http://bestpractical.com/rt/docs/4.0/customizing/approvals.html