I’m using RT 3.4.x installed on Fedora. I’m trying to set up the approval
part since a few days and still have one problem.
I set up two queues: “Approval-Requests” and “Approvals”. The tickets which
need approval will be created in the “Approval-Request”.
I have one template and one scrip for the “Approval Request” queue as
Queue: Approvals <-- this is the queue where I’m expecting to see the
Owner: username-of-owner #note this is so that notifications work properly
Content: Someone has created a ticket which needs approval. Please review
and approve it, so it can be resolved.
Description: Create approval
Condition: On Create
Action: Create Tickets
Template: Create Approval
After this, I copied all the templates and scrips from the built-in
"___Approval" queue to my “Approvals” queue after which I have done one
modification to the “When an approval ticket is created” scrip by changing
the condition from “User defined” to “On create” (the built-in "___Approval"
queue is disabled).
(More detailed description of this process can be found at
When I create a ticket in the “Approval-Requests” queue, another ticket is
created, an approval ticket which should be accessible from my "Approvals"
queue. The problem is that it is not. You can access this approval
ticket in the following ways:
by clicking on the left menu named "Approvals" and looking for the
2. by clicking on the ticket which needs the approval (which is
present in the “Approval-Request” queue) and by following the link at the
"Depends on" section
3. by clicking on the link which goes trough an e-mail to the
Even if I change the queue manually buy editing this approval ticket, it
won’t be displayed in any of my queues (which could be still normal because
"approval" - type of tickets are not like normal tickets). Still, I would
like to see these in my “Approvals” queue.
Anyone could tell me a solution for this problem?