No email when an approval is created

RT Users
1

I’ve configured a queue to create approvals in the default
“___Approvals” queue with this template:

===Create-Ticket: manager-approval
{$Tickets{‘TOP’}->Subject}
Depended-On-By: TOP
Queue: ___Approvals
Type: approval
Owner: manager
Content: Please review and approve this request.
ENDOFCONTENT

The approval is created and owned by “manager,” but manager never
receives an email. No record of an email being sent is in the approval
ticket history. Why aren’t emails being generated? Does it have
something to do with the strange value (“2”) for the “Disabled” field
for this queue?

Thanks.

Bill Gunter
Assistant Director of Information Systems

ARC Systems
P: 512.358.5377
F: 512.892.5552
<www.arcsystems.com>

2

Check your scrips and templates. Make sure there is an action defined
to send out a email.

Bill Gunter wrote:

3

The scrips and templates all look fine. The outgoing email scrip depends
on the ticket being open, so I changed the “manager-approval”
Create-Ticket template to set “Status: Open” but now the approval
tickets are being created with Nobody as the owner. If I go into the
ticket and try to set the Owner manually only I am in the list of
candidates (I have global SuperUser rights). So, my guess is that I am
the only user who can have open tickets in the ___Approvals queue but I
have no idea why.

Again, the field Disabled = ‘2’ for the ___Approvals queue. I assume any
value other than ‘0’ hides this queue, but what does ‘2’ do?On Mon, 2006-02-20 at 15:46 -0600, Jason Fenner wrote:

Check your scrips and templates. Make sure there is an action
defined
to send out a email.

Bill Gunter wrote:

I’ve configured a queue to create approvals in the default
“___Approvals” queue with this template:

===Create-Ticket: manager-approval
Subject: Approve change management request for
{$Tickets{‘TOP’}->Subject}
Depended-On-By: TOP
Queue: ___Approvals
Type: approval
Owner: manager
Content: Please review and approve this request.
ENDOFCONTENT

The approval is created and owned by “manager,” but manager never
receives an email. No record of an email being sent is in the
approval
ticket history. Why aren’t emails being generated? Does it have
something to do with the strange value (“2”) for the “Disabled”
field
for this queue?

Thanks.

Bill Gunter
Assistant Director of Information Systems

ARC Systems
P: 512.358.5377
F: 512.892.5552
<www.arcsystems.com>

4

Not sure, but I don’t use the __Aproprovals queue myself.

Try following the example at the URL below, it works well for me so far:

http://wiki.bestpractical.com/index.cgi?ApprovalCreation

Let me know…

Bill Gunter wrote:

5

Ah, silly me, I had a permissions problem. It’s working now. Thanks for
pointing me to the scrips.On Mon, 2006-02-20 at 16:19 -0600, Jason Fenner wrote:

Not sure, but I don’t use the __Aproprovals queue myself.

Try following the example at the URL below, it works well for me so
far:

Request Tracker Wiki

Let me know…

Bill Gunter wrote:

The scrips and templates all look fine. The outgoing email scrip
depends
on the ticket being open, so I changed the “manager-approval”
Create-Ticket template to set “Status: Open” but now the approval
tickets are being created with Nobody as the owner. If I go into the
ticket and try to set the Owner manually only I am in the list of
candidates (I have global SuperUser rights). So, my guess is that I
am
the only user who can have open tickets in the ___Approvals queue but
I
have no idea why.

Again, the field Disabled = ‘2’ for the ___Approvals queue. I assume
any
value other than ‘0’ hides this queue, but what does ‘2’ do?

On Mon, 2006-02-20 at 15:46 -0600, Jason Fenner wrote:

Check your scrips and templates. Make sure there is an action
defined
to send out a email.

Bill Gunter wrote:

I’ve configured a queue to create approvals in the default
“___Approvals” queue with this template:

===Create-Ticket: manager-approval
Subject: Approve change management request for
{$Tickets{‘TOP’}->Subject}
Depended-On-By: TOP
Queue: ___Approvals
Type: approval
Owner: manager
Content: Please review and approve this request.
ENDOFCONTENT

The approval is created and owned by “manager,” but manager
never
receives an email. No record of an email being sent is in the

approval

ticket history. Why aren’t emails being generated? Does it have
something to do with the strange value (“2”) for the “Disabled”

field

for this queue?

Thanks.

Bill Gunter
Assistant Director of Information Systems

ARC Systems
P: 512.358.5377
F: 512.892.5552
<www.arcsystems.com>