There’s a ticket and one or more ‘approval’ tickets created for it automatically. The owner is therefore assigned later, after the ‘approval’ tickets are created, and probably BEFORE the ticket is approved. The problem: how to notify ONLY the ticket owner once it has been approved instead of notifying the entire list of Watchers (my present solution)?
Is there a way to update a ticked based on event in the linked ticket? Like changing AdminCC from group to user?
There’s a ticket and one or more ‘approval’ tickets created for it automatically. The owner is therefore assigned later, after the ‘approval’ tickets are created, and probably BEFORE the ticket is approved. The problem: how to notify ONLY the ticket owner once it has been approved instead of notifying the entire list of Watchers (my present solution)?
Is there a way to update a ticked based on event in the linked ticket? Like changing AdminCC from group to user?
If you’re using RT’s built in ___Approvals queue in the standard way,
a Notify Owner Scrip will be run on the original ticket when the approval
passes (along with a Correspondence being run).
-kevin
Thank you, Kevin!
Yes, it works with ___Approvals, but I need several ‘approval’ queues (for better or worse, we have a rather elaborated organizational structure). Perhaps, my question should really be: how can I clone the ___Approvals queue special behavior to other queues?18 октября 2011, 18:15 от Kevin Falcone falcone@bestpractical.com:
On Tue, Oct 18, 2011 at 02:57:21PM +0400, N N wrote:
There’s a ticket and one or more ‘approval’ tickets created for it
automatically. The owner is therefore assigned later, after the ‘approval’
tickets are created, and probably BEFORE the ticket is approved. The problem:
how to notify ONLY the ticket owner once it has been approved instead of
notifying the entire list of Watchers (my present solution)?Is there a way to update a ticked based on event in the linked ticket? Like
changing AdminCC from group to user?If you’re using RT’s built in ___Approvals queue in the standard way,
a Notify Owner Scrip will be run on the original ticket when the approval
passes (along with a Correspondence being run).-kevin
RT Training Sessions (http://bestpractical.com/services/training.html)
- Washington DC, USA � October 31 & November 1, 2011
- Barcelona, Spain � November 28 & 29, 2011
Yes, it works with ___Approvals, but I need several ‘approval’ queues (for better or worse, we have a rather elaborated organizational structure). Perhaps, my question should really be: how can I clone the ___Approvals queue special behavior to other queues?
Don’t, just set it so that Owners and AdminCcs have rights, and you
can have multiple queues that create Approval tickets in the
___Approvals queue.
-kevin> 18 октября 2011, 18:15 от Kevin Falcone falcone@bestpractical.com:
On Tue, Oct 18, 2011 at 02:57:21PM +0400, N N wrote:
There’s a ticket and one or more ‘approval’ tickets created for it
automatically. The owner is therefore assigned later, after the ‘approval’
tickets are created, and probably BEFORE the ticket is approved. The problem:
how to notify ONLY the ticket owner once it has been approved instead of
notifying the entire list of Watchers (my present solution)?Is there a way to update a ticked based on event in the linked ticket? Like
changing AdminCC from group to user?If you’re using RT’s built in ___Approvals queue in the standard way,
a Notify Owner Scrip will be run on the original ticket when the approval
passes (along with a Correspondence being run).-kevin
RT Training Sessions (http://bestpractical.com/services/training.html)
- Washington DC, USA � October 31 & November 1, 2011
- Barcelona, Spain � November 28 & 29, 2011
RT Training Sessions (http://bestpractical.com/services/training.html)
- Washington DC, USA October 31 & November 1, 2011
- Barcelona, Spain November 28 & 29, 2011
I can’t put all the decision makers into one group, because there are several levels of them (like team led > project manager > CTO > CEO). So I need several approval queues.19 октября 2011, 09:12 от Kevin Falcone falcone@bestpractical.com:
On Tue, Oct 18, 2011 at 08:09:51PM +0400, N N wrote:
Yes, it works with ___Approvals, but I need several ‘approval’ queues (for
better or worse, we have a rather elaborated organizational structure).
Perhaps, my question should really be: how can I clone the ___Approvals queue
special behavior to other queues?Don’t, just set it so that Owners and AdminCcs have rights, and you
can have multiple queues that create Approval tickets in the
___Approvals queue.-kevin
18 октября 2011, 18:15 от Kevin Falcone falcone@bestpractical.com:
On Tue, Oct 18, 2011 at 02:57:21PM +0400, N N wrote:
There’s a ticket and one or more ‘approval’ tickets created for it
automatically. The owner is therefore assigned later, after the ‘approval’
tickets are created, and probably BEFORE the ticket is approved. The
problem:
how to notify ONLY the ticket owner once it has been approved instead of
notifying the entire list of Watchers (my present solution)?Is there a way to update a ticked based on event in the linked ticket?
Like
changing AdminCC from group to user?If you’re using RT’s built in ___Approvals queue in the standard way,
a Notify Owner Scrip will be run on the original ticket when the approval
passes (along with a Correspondence being run).-kevin
RT Training Sessions (http://bestpractical.com/services/training.html)
- Washington DC, USA � October 31 & November 1, 2011
- Barcelona, Spain � November 28 & 29, 2011
RT Training Sessions (http://bestpractical.com/services/training.html)
- Washington DC, USA October 31 & November 1, 2011
- Barcelona, Spain November 28 & 29, 2011
RT Training Sessions (http://bestpractical.com/services/training.html)
- Washington DC, USA � October 31 & November 1, 2011
- Barcelona, Spain � November 28 & 29, 2011
I can’t put all the decision makers into one group, because there are
several levels of them (like team led> project manager> CTO> CEO).
So I need several approval queues.
Nope, you just need several approval groups that own/admincc tickets in
the ___Approvals queue. All the approvals tickets can co-exist in the
same queue, and you’ll see only the ones for which you’re the Owner or
in the AdminCc group. This is a rights and roles configuration, really.
Thomas