I would like to create a multi-stage approval process for change
management requests where the ticket is first approved after peer
review, then approved by the manager. I’ve followed the instructions in
the RT-Essentials book but it doesn’t seem to be working correctly. Here
is the template per the book.
= = =Create-Ticket: peer-approval
Queue: _ _ _Approvals
Type: approval
Owner: peer-reviewer@foo.com
Content: Please review and approve this request.
Depended-On-By: TOP
ENDOFCONTENT
= = =Create-Ticket: manager-approval
Queue: _ _ _Approvals
Type: approval
Owner: manager@foo.com
Content: Please review and approve this request.
Depended-On-By: TOP
Depends-On: peer-approval
ENDOFCONTENT
The approvals are created but both at the same time, and the manager-approval isn’t dependent on the peer-approval.
What I want to happen is the peer-reviewer must approve the ticket before the manager can. The book implies that this is
what will happen, but it’s not the behavior I’m seeing. RT v3.4.5, btw.
Thanks.
Bill Gunter
Assistant Director of Information Systems
ARC Systems
P: 512.358.5377
F: 512.892.5552
<www.arcsystems.com>