Need help on an approval queue

Ok, I created an approval queue and need some special functions to
happen.

The workflow is like this:

  1.   A network Services Admin sends an email which RT put's into the
    

approval queue.

  1.   I have setup the script to create an approval ticket.
    
  2.   Manager is to login and click on Approval link and approve the
    

ticket.

The problem I’m seeing here is that the manager needs to click on the
original ticket the admin created, then click on the Link’ed approval
ticket created,

Then take ownership and open the ticket. Then he needs to go to the
approval Link on top to approve the approval ticket…?!?

This is way to many steps…

So how can I make a newly created ticket in the Approval Queue, setup
ownership of that ticket to the requestor.

Then have RT create an approval ticket and setup the ownership to the
manager and change the status to opened.

This way, the manager will get an email saying an approval ticket is
opened, he will login, click on Approval Link and approve the ticket…

Thanks

Nelson Pereira
Senior Network Administrator

Protus IP Solutions Inc.
npereira@protus.com
phone: 613.733.0000 ext.528
MyFax: 613.822.5083

Refer your friends and colleagues to MyFax!
Click here for more information.
http://www.myfax.com/referral_program.asp

http://www.myfax.com

Nelson,

I hate to say it, but I told you so. HA. Just kidding (a little). I got 

WAY TOO frustrated dealing with it, especially the privileges, so like I
said, we just created a Queue and made it act like an Approval queue.
WAY easier to deal with.

Kenn
LBNLOn 4/10/2008 10:03 AM, Nelson Pereira wrote:

Ok, I created an approval queue and need some special functions to happen.

The workflow is like this:

  1.   A network Services Admin sends an email which RT put�s into the 
    

approval queue.

  1.   I have setup the script to create an approval ticket.
    
  2.   Manager is to login and click on Approval link and approve the 
    

ticket.

The problem I�m seeing here is that the manager needs to click on the
original ticket the admin created, then click on the Link�ed approval
ticket created,

Then take ownership and open the ticket. Then he needs to go to the
approval Link on top to approve the approval ticket�?!?

This is way to many steps�.

So how can I make a newly created ticket in the Approval Queue, setup
ownership of that ticket to the requestor.

Then have RT create an approval ticket and setup the ownership to the
manager and change the status to opened.

This way, the manager will get an email saying an approval ticket is
opened, he will login, click on Approval Link and approve the ticket�.

Thanks

Nelson Pereira
Senior Network Administrator

Protus IP Solutions Inc.
npereira@protus.com mailto:npereira@protus.com
phone: 613.733.0000 ext.528
MyFax: 613.822.5083
www.myfax.com http://www.myfax.com

Refer your friends and colleagues to MyFax!
Click here for more information.
http://www.myfax.com/referral_program.asp

www.MyFax.com http://www.myfax.com



The rt-users Archives

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Commercial support: sales@bestpractical.com

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Buy a copy at http://rtbook.bestpractical.com

Nelson,

I set it up following the instructions from the wiki and it works
per spec. It sounds like your create templates and notification
templates may be a bit out of whack. Do not give up.

Cheers,
KenOn Thu, Apr 10, 2008 at 12:49:40PM -0700, Kenneth Crocker wrote:

Nelson,

I hate to say it, but I told you so. HA. Just kidding (a little). I got
WAY TOO frustrated dealing with it, especially the privileges, so like I
said, we just created a Queue and made it act like an Approval queue.
WAY easier to deal with.

Kenn
LBNL

On 4/10/2008 10:03 AM, Nelson Pereira wrote:

Ok, I created an approval queue and need some special functions to happen.

The workflow is like this:

  1.   A network Services Admin sends an email which RT put?s into the 
    

approval queue.

  1.   I have setup the script to create an approval ticket.
    
  2.   Manager is to login and click on Approval link and approve the 
    

ticket.

The problem I?m seeing here is that the manager needs to click on the
original ticket the admin created, then click on the Link?ed approval
ticket created,

Then take ownership and open the ticket. Then he needs to go to the
approval Link on top to approve the approval ticket??!?

This is way to many steps?.

So how can I make a newly created ticket in the Approval Queue, setup
ownership of that ticket to the requestor.

Then have RT create an approval ticket and setup the ownership to the
manager and change the status to opened.

This way, the manager will get an email saying an approval ticket is
opened, he will login, click on Approval Link and approve the ticket?.

Thanks

Nelson Pereira
Senior Network Administrator

Protus IP Solutions Inc.
npereira@protus.com mailto:npereira@protus.com
phone: 613.733.0000 ext.528
MyFax: 613.822.5083
www.myfax.com http://www.myfax.com

Refer your friends and colleagues to MyFax!
Click here for more information.
http://www.myfax.com/referral_program.asp

www.MyFax.com http://www.myfax.com



The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com


The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

Anyone can shed a light on how to do this?

My setup right now when someone sends an email to nschange, the ticket
gets created with owner nobody.

A second ticket gets created in the approval queue but with owner
RT_System.

I need this second ticket to be owned by a specific user, and the status
changed to open.

This has to be a custom action but I don’t know what code to add …?!?

It there a list of all RT objects and what they are?

Regards,

Nelson PereiraFrom: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Nelson
Pereira
Sent: Thursday, April 10, 2008 1:03 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Need help on an approval queue

Ok, I created an approval queue and need some special functions to
happen.

The workflow is like this:

  1.   A network Services Admin sends an email which RT put's into the
    

approval queue.

  1.   I have setup the script to create an approval ticket.
    
  2.   Manager is to login and click on Approval link and approve the
    

ticket.

The problem I’m seeing here is that the manager needs to click on the
original ticket the admin created, then click on the Link’ed approval
ticket created,

Then take ownership and open the ticket. Then he needs to go to the
approval Link on top to approve the approval ticket…?!?

This is way to many steps…

So how can I make a newly created ticket in the Approval Queue, setup
ownership of that ticket to the requestor.

Then have RT create an approval ticket and setup the ownership to the
manager and change the status to opened.

This way, the manager will get an email saying an approval ticket is
opened, he will login, click on Approval Link and approve the ticket…

Thanks

Nelson Pereira
Senior Network Administrator

Protus IP Solutions Inc.
npereira@protus.com
phone: 613.733.0000 ext.528
MyFax: 613.822.5083

Refer your friends and colleagues to MyFax!
Click here for more information.
http://www.myfax.com/referral_program.asp

http://www.myfax.com

Can you point me to the link you used, cause I cannot get this to
work…

The ticket in the approval queue gets created, but the manager does not
see it as it’s owned by RT_System and status is new.
So the manager needs to go to the original ticket and click on the
linked approval ticket, then open, and take ownership which is
ridiculous…

I only need the ticket in the approval to be assigned to a specific
owner and put status as opened…

Regards,

Nelson PereiraFrom: Kenneth Marshall [mailto:ktm@rice.edu]
Sent: Thursday, April 10, 2008 3:53 PM
To: Kenneth Crocker
Cc: Nelson Pereira; rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Need help on an approval queue

Nelson,

I set it up following the instructions from the wiki and it works
per spec. It sounds like your create templates and notification
templates may be a bit out of whack. Do not give up.

Cheers,
Ken

Nelson,

I hate to say it, but I told you so. HA. Just kidding (a
little). I got
WAY TOO frustrated dealing with it, especially the privileges, so like
I
said, we just created a Queue and made it act like an Approval queue.
WAY easier to deal with.

Kenn
LBNL

Ok, I created an approval queue and need some special functions to
happen.

The workflow is like this:

  1.   A network Services Admin sends an email which RT put?s into
    

the

approval queue.

  1.   I have setup the script to create an approval ticket.
    
  2.   Manager is to login and click on Approval link and approve
    

the

ticket.

The problem I?m seeing here is that the manager needs to click on
the
original ticket the admin created, then click on the Link?ed
approval
ticket created,

Then take ownership and open the ticket. Then he needs to go to the
approval Link on top to approve the approval ticket??!?

This is way to many steps?.

So how can I make a newly created ticket in the Approval Queue,
setup
ownership of that ticket to the requestor.

Then have RT create an approval ticket and setup the ownership to
the
manager and change the status to opened.

This way, the manager will get an email saying an approval ticket is

opened, he will login, click on Approval Link and approve the
ticket?.

Thanks

Nelson Pereira
Senior Network Administrator

Protus IP Solutions Inc.
npereira@protus.com mailto:npereira@protus.com
phone: 613.733.0000 ext.528
MyFax: 613.822.5083
www.myfax.com http://www.myfax.com

Refer your friends and colleagues to MyFax!
Click here for more information.
http://www.myfax.com/referral_program.asp

www.MyFax.com http://www.myfax.com


The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.

Buy a copy at http://rtbook.bestpractical.com


The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

Nelson,

Here is my “Create Change Control Approval” template:

===Create-Ticket: user1
Depended-On-By: TOP
Queue: IT: Approvals
Type: approval
Owner: user1
Content: Greetings,

There is a new change control item pending your approval:

"{$Tickets{'TOP'}->Subject}"

Please visit

{$RT::WebURL}Approvals/

to approve or reject this ticket, or to batch-process all
your pending approvals.
ENDOFCONTENT
===Create-Ticket: user2
Depended-On-By: TOP
Queue: IT: Approvals
Type: approval
Owner: user2
Content: Greetings,

There is a new change control item pending your approval:

"{$Tickets{'TOP'}->Subject}"

Please visit

{$RT::WebURL}Approvals/

to approve or reject this ticket, or to batch-process all
your pending approvals.
ENDOFCONTENT

This will create the approval tickets owned by the appropriate
users.

KenOn Thu, Apr 10, 2008 at 03:54:34PM -0400, Nelson Pereira wrote:

Anyone can shed a light on how to do this?

My setup right now when someone sends an email to nschange, the ticket
gets created with owner nobody.

A second ticket gets created in the approval queue but with owner
RT_System.

I need this second ticket to be owned by a specific user, and the status
changed to open.

This has to be a custom action but I don’t know what code to add …?!?

It there a list of all RT objects and what they are?

Regards,

Nelson Pereira


From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Nelson
Pereira
Sent: Thursday, April 10, 2008 1:03 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Need help on an approval queue

Ok, I created an approval queue and need some special functions to
happen.

The workflow is like this:

  1.   A network Services Admin sends an email which RT put's into the
    

approval queue.

  1.   I have setup the script to create an approval ticket.
    
  2.   Manager is to login and click on Approval link and approve the
    

ticket.

The problem I’m seeing here is that the manager needs to click on the
original ticket the admin created, then click on the Link’ed approval
ticket created,

Then take ownership and open the ticket. Then he needs to go to the
approval Link on top to approve the approval ticket…?!?

This is way to many steps…

So how can I make a newly created ticket in the Approval Queue, setup
ownership of that ticket to the requestor.

Then have RT create an approval ticket and setup the ownership to the
manager and change the status to opened.

This way, the manager will get an email saying an approval ticket is
opened, he will login, click on Approval Link and approve the ticket…

Thanks

Nelson Pereira
Senior Network Administrator

Protus IP Solutions Inc.
npereira@protus.com
phone: 613.733.0000 ext.528
MyFax: 613.822.5083
www.myfax.com

Refer your friends and colleagues to MyFax!
Click here for more information.
http://www.myfax.com/referral_program.asp

http://www.myfax.com


The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com