Resolve approvals

RT Users
1

I’d like to require approval before a ticket can be resolved.
Ideally, the way this would work is that X tries to resolve a ticket,
Y gets notified, Y approves, ticket is resolved without further input
from X. However, it is not obvious to me how to do this, since when I
add a CreateTicket action with an on Resolve trigger, the Resolve is
completed in addition to the approval ticket being generated. What
can I do?

meeroh

http://web.meeroh.org/ | KB1FMP

A: Because it reverses the logical flow of conversation.
Q: Why is top posting frowned upon?

2

在 ??, 2003-09-06 13:43, Miro Jurisic 寫道：

I’d like to require approval before a ticket can be resolved.
Ideally, the way this would work is that X tries to resolve a ticket,
Y gets notified, Y approves, ticket is resolved without further input
from X. However, it is not obvious to me how to do this, since when I
add a CreateTicket action with an on Resolve trigger, the Resolve is
completed in addition to the approval ticket being generated. What
can I do?

You want to use the ‘code’ ticket feature to auto-resolve it.

First, set $RT::UseCodeTickets to a true value.

Next, set up an approval stage thus:

Type: code
Content:
    $TOP->SetStatus(
        Status      => 'resolved',
        Force       => 1,
    );
    return 1;
ENDOFCONTENT

And it should magically work.

…alternatively, you can try the Workflow Editor in my rt-elixus branch
(http://p4.elixus.org/snap/p4.tar.gz), located in the “Workflow” panel
under /Edit/Queues/. :slight_smile:

Thanks,
/Autrijus/

signature.asc (187 Bytes)

3

You want to use the ‘code’ ticket feature to auto-resolve it.

First, set $RT::UseCodeTickets to a true value.

I grepped my RT for UseCodeTickets with no results. What are you
referring to? (RT 3.0.4)

meeroh

http://web.meeroh.org/ | KB1FMP

A: Because it reverses the logical flow of conversation.
Q: Why is top posting frowned upon?

4

在 ?? 2003-09-07 05:31, Miro Jurisic 寫道：

I grepped my RT for UseCodeTickets with no results. What are you
referring to? (RT 3.0.4)

Uh, can’t be. As early as RT 3.0.2, etc/initialdata contains this code:

elsif ($RT::UseCodeTickets and $obj->Type eq 'code') {
    my $code = $obj->Transactions->First->Content;
    my $rv;

inside the “When a ticket has been approved by all approvers, add
correspondence to the original ticket” action.

Thanks,
/Autrijus/

signature.asc (187 Bytes)

5

Autrijus,
The file isn’t one your site, is there another location this can be downloaded from? As I could not find it on your site by browsing.

Not Found
The requested URL /snap/p4.tar.gz was not found on this server

Thanks,
MichaelFrom: Autrijus Tang [mailto:autrijus@autrijus.org]
Sent: Saturday, September 06, 2003 2:04 AM
To: Miro Jurisic
Cc: rt-users@lists.fsck.com
Subject: Re: [rt-users] Resolve approvals

在 ??, 2003-09-06 13:43, Miro Jurisic 寫道：

I’d like to require approval before a ticket can be resolved.
Ideally, the way this would work is that X tries to resolve a ticket,
Y gets notified, Y approves, ticket is resolved without further input
from X. However, it is not obvious to me how to do this, since when I
add a CreateTicket action with an on Resolve trigger, the Resolve is
completed in addition to the approval ticket being generated. What
can I do?

You want to use the ‘code’ ticket feature to auto-resolve it.

First, set $RT::UseCodeTickets to a true value.

Next, set up an approval stage thus:

Type: code
Content:
    $TOP->SetStatus(
        Status      => 'resolved',
        Force       => 1,
    );
    return 1;
ENDOFCONTENT

And it should magically work.

…alternatively, you can try the Workflow Editor in my rt-elixus branch
(http://p4.elixus.org/snap/p4.tar.gz), located in the “Workflow” panel
under /Edit/Queues/. :slight_smile:

Thanks,
/Autrijus/

6

Autrijus,
The file isn’t one your site, is there another location this
can be downloaded from? As I could not find it on your site
by browsing.

Sorry, I meant http://p4.elixus.org/snap/rt.tar.gz instead.

/Autrijus/

7

At 2:03 PM +0800 9/6/2003, Autrijus Tang wrote:

çð ??, 2003-09-06 13:43, Miro Jurisic õçì¼ÅF

I’d like to require approval before a ticket can be resolved.
Ideally, the way this would work is that X tries to resolve a ticket,
Y gets notified, Y approves, ticket is resolved without further input
from X. However, it is not obvious to me how to do this, since when I
add a CreateTicket action with an on Resolve trigger, the Resolve is
completed in addition to the approval ticket being generated. What
can I do?

You want to use the ‘code’ ticket feature to auto-resolve it.

First, set $RT::UseCodeTickets to a true value.

Next, set up an approval stage thus:

Type: code
Content:
$TOP->SetStatus(
Status => ‘resolved’,
Force => 1,
);
return 1;
ENDOFCONTENT

And it should magically work.

Now that I see what UseCodeTickets is for, you
seem to be solving the wrong half of my problem.
My problem is not (yet) that I don’t know how to
resolve the original ticket from the approval
ticket. My problem is that even though the
resolve approval is in place, when I click on
“resolve” for the original ticket, while the
approval ticket is create as a dependency of the
original ticket, the original ticket is resolved
regardless. This is not what I want – I want the
resolution of the original ticket to fail
(until the approval completes).

Hints?

meeroh

http://web.meeroh.org/ | KB1FMP

A: Because it reverses the logical flow of conversation.
Q: Why is top posting frowned upon?

8

Change your approval template that you created to

Depended-On-By: TOP

MichaelFrom: Miro Jurisic [mailto:meeroh@mit.edu]
Posted At: Thursday, September 11, 2003 2:39 PM
Posted To: RT
Conversation: [rt-users] Resolve approvals
Subject: Re: [rt-users] Resolve approvals

At 2:03 PM +0800 9/6/2003, Autrijus Tang wrote:

çð ??, 2003-09-06 13:43, Miro Jurisic õçì¼ÅF

I’d like to require approval before a ticket can be resolved.
Ideally, the way this would work is that X tries to resolve a ticket,
Y gets notified, Y approves, ticket is resolved without further input
from X. However, it is not obvious to me how to do this, since when I
add a CreateTicket action with an on Resolve trigger, the Resolve is
completed in addition to the approval ticket being generated. What
can I do?

You want to use the ‘code’ ticket feature to auto-resolve it.

First, set $RT::UseCodeTickets to a true value.

Next, set up an approval stage thus:

Type: code
Content:
$TOP->SetStatus(
Status => ‘resolved’,
Force => 1,
);
return 1;
ENDOFCONTENT

And it should magically work.

Now that I see what UseCodeTickets is for, you
seem to be solving the wrong half of my problem.
My problem is not (yet) that I don’t know how to
resolve the original ticket from the approval
ticket. My problem is that even though the
resolve approval is in place, when I click on
“resolve” for the original ticket, while the
approval ticket is create as a dependency of the
original ticket, the original ticket is resolved
regardless. This is not what I want – I want the
resolution of the original ticket to fail
(until the approval completes).

Hints?

meeroh

http://web.meeroh.org/ | KB1FMP

A: Because it reverses the logical flow of conversation.
Q: Why is top posting frowned upon?
rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

9

At 3:10 PM -0400 9/11/2003, RT wrote:

Change your approval template that you created to

Depended-On-By: TOP

Already got that:

===Create-Ticket: resolve review
Depended-On-By: TOP
Queue: ___Approvals
Type: Approval
Content: Someone wants to resolve a ticket. You should review it.
ENDOFCONTENT
===Create-Ticket: resolve code
Queue: ___Approvals
Type: code
Content:
$TOP->SetStatus(
Status => ‘resolved’,
Force => 1,
);
return 1;
ENDOFCONTENT

meeroh

http://web.meeroh.org/ | KB1FMP

A: Because it reverses the logical flow of conversation.
Q: Why is top posting frowned upon?