RT Approval - How can I manage who has the right to approve a tic ket?

I’m setting up RT 3.0.4 for our department, everything looks good, I’m
setting approval mechanism on one of the queue, the adminCC reveices an
email stating that a ticket needs his approval but anyone can log on RT
click Approval and approve this ticket… I’m trying to stop this and let
only one person approve. any idea? here’s my approval template:

===Create-Ticket: approval
Depended-On-By: TOP
Queue: Deployment
Status: Open
Owner: approver
Type: Approval
Content: Someone has made a request for deployment.
The network team needs your approval to complete the deployment.
ENDOFCONTENT

Pretty standard except I added the lines STATUS:OPEN and OWNER:APPROVER to
try to limit the approval to the owner of the approval ticket, but it
doesn’t work… ANYONE can approve an approval ticket. Is this normal
behavior? Anyone who has this working correctly would be very kind to let us
know how he did it. I know I’m not the only one having problems with
approval.

Thank you guys… by the way, great product.

I have this same issue… the problem I see is, is that there needs to
be another Global user right for approvals* that a user can be
assigned…

otherwise you would have to remote the “modify ticket” user right from
the global user rights section and add “modify ticket” to the user under
each queue the user will work out of. That works

I setup a user with the following rights and they get this error when
they try to approve their own tickets…

Results
Approval #727: Notes recorded
Approval #727: Permission Denied

mbrown
Current rights
(Check box to revoke right)
CommentOnTicket
CreateTicket
ModifySelf
OwnTicket
ReplyToTicket
SeeQueue
ShowTicket
ShowTicketComments
StealTicket
TakeTicket

And under the the queues ChangeControl and EnterpriseOps the user has
only “modify ticket” rights so he can close his tickets and such…

Michael-----Original Message-----
From: Boris-Michel Deschenes [mailto:bmdeschenes@ubi.com]
Posted At: Wednesday, September 10, 2003 11:10 AM
Posted To: RT
Conversation: [rt-users] RT Approval - How can I manage who has the
right to approve a tic ket?
Subject: [rt-users] RT Approval - How can I manage who has the right to
approve a tic ket?

I’m setting up RT 3.0.4 for our department, everything looks good, I’m
setting approval mechanism on one of the queue, the adminCC reveices an
email stating that a ticket needs his approval but anyone can log on RT
click Approval and approve this ticket… I’m trying to stop this and
let
only one person approve. any idea? here’s my approval template:

===Create-Ticket: approval
Subject: Approval request for {$Tickets{‘TOP’}->Subject}
Depended-On-By: TOP
Queue: Deployment
Status: Open
Owner: approver
Type: Approval
Content: Someone has made a request for deployment.
The network team needs your approval to complete the deployment.
ENDOFCONTENT

Pretty standard except I added the lines STATUS:OPEN and OWNER:APPROVER
to
try to limit the approval to the owner of the approval ticket, but it
doesn’t work… ANYONE can approve an approval ticket. Is this normal
behavior? Anyone who has this working correctly would be very kind to
let us
know how he did it. I know I’m not the only one having problems with
approval.

Thank you guys… by the way, great product.
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