Noob question re: Approvals

How to I create an “Approval” ticket by hand? I’ve read the documentation
that explains how to automatically create an approval ticket, but I want to
create one by hand. Am I correct in assuming that “Type: Approval” is what
seperates “normal” tickets from “approval” tickets? If wo, how can I set
"Type: Approval" when I create a new ticket either via email or through the
web interface? Thanks!

mail2web - Check your email from the web at
http://mail2web.com/ .

There is a queue called ___Approvals. To see it click the box include disabled queues then click go!. Enable the queue and change the name to Approvals. Now create a scrip and template for the queue that needs the approval to use. Here is an example…

Scrip->
Condition: On Create
Action: Create Tickets
Stage: TransactionCreate
Template: YourTemplateName
Template->
Description: Manager Approval (or yourDescription)
Content:
===Create-Ticket: approval

Depended-On-By: TOP
Queue: Approvals
Type: approval (make sure that the first letter is lower case so the scrip for Approval queue works)
Status: open
Owner: RTUser (who you want to own the ticket)
Content: Someone has created a ticket. you should review and approve it, so they can finish their work

ENDOFCONTENT

There ya go. That should create an approval ticket. Now to get all those rights setup :slight_smile:

Have Fun!
Dean-----Original Message-----
From: djohnson@mail.peakinet.net [mailto:djohnson@mail.peakinet.net]
Sent: Thursday, April 29, 2004 2:33 PM
To: rt-users@lists.fsck.com
Subject: [rt-users] noob question re: Approvals

How to I create an “Approval” ticket by hand? I’ve read the documentation
that explains how to automatically create an approval ticket, but I want to
create one by hand. Am I correct in assuming that “Type: Approval” is what
seperates “normal” tickets from “approval” tickets? If wo, how can I set
"Type: Approval" when I create a new ticket either via email or through the
web interface? Thanks!

mail2web - Check your email from the web at
http://mail2web.com/ .

http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

RT Developer and Administrator training is coming to LA, DC and Frankfurt this spring and summer.
http://bestpractical.com/services/training.html

Sign up early, as class space is limited.

There is a queue called ___Approvals. To see it click the box include
disabled queues then click go!.

While there is nothing wrong with enabling that queue, your user may find
it strange that it is there, and it is discouraged to let the user directly
manipulate approval tickets.

The scrip/template suggestion below still works even if you do not enable
___Approvals. Just change:

Queue: Approvals

to

Queue: ___Approvals

In the templates.

Thanks,
/Autrijus/

You just have to adjust the right to view the queue for the users or groups that don’t need to see the queue. With the queue disabled I was unable to get the scrips to work. That may have just been me as far as enabling the queue, but that is how I got it to work. None of the users here can see approvals or open tickets to approvals cuz they can’t view the queue.

DeanFrom: Autrijus Tang [mailto:autrijus@autrijus.org]
Sent: Thursday, April 29, 2004 3:23 PM
To: Dean Slaughter - Consultant
Cc: drj826@acm.org; rt-users@lists.fsck.com
Subject: Re: [rt-users] noob question re: Approvals

<< File: ATT00008.dat >> On Thu, Apr 29, 2004 at 02:51:39PM -0500, Dean Slaughter - Consultant wrote:

There is a queue called ___Approvals. To see it click the box include
disabled queues then click go!.

While there is nothing wrong with enabling that queue, your user may find
it strange that it is there, and it is discouraged to let the user directly
manipulate approval tickets.

The scrip/template suggestion below still works even if you do not enable
___Approvals. Just change:

Queue: Approvals

to

Queue: ___Approvals

In the templates.

Thanks,
/Autrijus/