Ticket can be Resolved when Depending on Rejected Approval Ticket

Hello,

           Not sure if this is normal, but I have a Queue set up so that when a ticket is created it will automatically create another ticket for Approval.  This seems to be working well, since the original ticket is immediately created with a Dependency for the Approval ticket.  If I try to Resolve the ticket before the approval process I get a dependency error, which is what I expect, but if I reject the approval I can then resolve the original ticket.  Shouldnt I get an error message at this point saying it cannot be resolved and needs to be rejected?  Or have the approval automatically reject/close/resolve the original ticket?



           Thanks

Christopher Lasater
Technology Analyst I
Taleo

T. 904.520.6046
E. clasater@taleo.com mailto:clasater@taleo.com
TALEO http://www.taleo.com/

This email and any attachments thereto may contain private, confidential, and privileged material for the sole use of the intended recipient named in the original email to which this message was attached. Any review, copying, or distribution of this email (or any attachments thereto) by others is strictly prohibited. If you are not the intended recipient, please return this email to the sender immediately and permanently delete the original and any copies of this email and any attachments thereto.

PGP.sig (475 Bytes)

Ohh yeah, this is RT-4.0. Is this also the behavior in previous versions?From: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Christopher Lasater
Sent: Monday, June 27, 2011 3:26 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Ticket can be Resolved when Depending on Rejected Approval Ticket

Hello,

           Not sure if this is normal, but I have a Queue set up so that when a ticket is created it will automatically create another ticket for Approval.  This seems to be working well, since the original ticket is immediately created with a Dependency for the Approval ticket.  If I try to Resolve the ticket before the approval process I get a dependency error, which is what I expect, but if I reject the approval I can then resolve the original ticket.  Shouldnt I get an error message at this point saying it cannot be resolved and needs to be rejected?  Or have the approval automatically reject/close/resolve the original ticket?



           Thanks

Christopher Lasater
Technology Analyst I
Taleo

T. 904.520.6046
E. clasater@taleo.com
TALEO http://www.taleo.com/

This email and any attachments thereto may contain private, confidential, and privileged material for the sole use of the intended recipient named in the original email to which this message was attached. Any review, copying, or distribution of this email (or any attachments thereto) by others is strictly prohibited. If you are not the intended recipient, please return this email to the sender immediately and permanently delete the original and any copies of this email and any attachments thereto.

PGP.sig (475 Bytes)

Cristopher,

I’m curious. Why not just have these tickets created in a “General” or
"Review" Queue and send a notification to whoever should approve of the
ticket based on “From” or some CF value. Then when that Approver changes the
value of a CF to indicate approval, move the ticket to the appropriate
Queue? That way, all history stays with the original request ticket.

Kenn
LBNLOn Tue, Jun 28, 2011 at 7:49 AM, Christopher Lasater CLasater@taleo.comwrote:

Ohh yeah, this is RT-4.0. Is this also the behavior in previous versions?



From: rt-users-bounces@lists.bestpractical.com [mailto:
rt-users-bounces@lists.bestpractical.com] On Behalf Of Christopher
Lasater
Sent: Monday, June 27, 2011 3:26 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Ticket can be Resolved when Depending on Rejected
Approval Ticket
**


Hello,****

           Not sure if this is normal, but I have a Queue set up so

that when a ticket is created it will automatically create another ticket
for Approval. This seems to be working well, since the original ticket is
immediately created with a Dependency for the Approval ticket. If I try to
Resolve the ticket before the approval process I get a dependency error,
which is what I expect, but if I reject the approval I can then resolve the
original ticket. Shouldn’t I get an error message at this point saying it
cannot be resolved and needs to be rejected? Or have the approval
automatically reject/close/resolve the original ticket?****


           Thanks****


*Christopher Lasater
**Technology Analyst I
*Taleo
**
T. 904.520.6046
E. clasater@taleo.com
[image: TALEO] http://www.taleo.com/

This email and any attachments thereto may contain private, confidential,
and privileged material for the sole use of the intended recipient named in
the original email to which this message was attached. Any review, copying,
or distribution of this email (or any attachments thereto) by others is
strictly prohibited. If you are not the intended recipient, please return
this email to the sender immediately and permanently delete the original and
any copies of this email and any attachments thereto.
****



2011 Training: http://bestpractical.com/services/training.html

Hey Kenneth,

Its not based on a CF for approval, its based on the RT approval system. Someone creates a ticket in a Queue and an additional ticket is created for approval and it pops up in the approval section of RT. Isnt this the normal process for approvals for RT?

ChrisFrom: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Kenneth Crocker
Sent: Tuesday, June 28, 2011 3:15 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Ticket can be Resolved when Depending on Rejected Approval Ticket

Cristopher,

I’m curious. Why not just have these tickets created in a “General” or “Review” Queue and send a notification to whoever should approve of the ticket based on “From” or some CF value. Then when that Approver changes the value of a CF to indicate approval, move the ticket to the appropriate Queue? That way, all history stays with the original request ticket.

Kenn
LBNL

PGP.sig (475 Bytes)

Chris,

I’m not sure. When we originally put in RT, there was no approvals so we
created our own by creating a Queue used for Review and then based on CF
values automatically moved it to the correct Queue along with notifications,
etc. All history is with one ticket. Then RT came out with approvals but I
never got into it. I liked our way better. Privileges were the same and
easier to maintain.

Kenn
LBNLOn Tue, Jun 28, 2011 at 12:32 PM, Christopher Lasater CLasater@taleo.comwrote:

Hey Kenneth,****

Its not based on a CF for approval, its based on the RT approval system.
Someone creates a ticket in a Queue and an additional ticket is created for
approval and it pops up in the approval section of RT. Isn’t this the
normal process for approvals for RT?****

Chris****


From: rt-users-bounces@lists.bestpractical.com [mailto:
rt-users-bounces@lists.bestpractical.com] *On Behalf Of *Kenneth Crocker
Sent: Tuesday, June 28, 2011 3:15 PM

To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Ticket can be Resolved when Depending on
Rejected Approval Ticket****


Cristopher,

I’m curious. Why not just have these tickets created in a “General” or
"Review" Queue and send a notification to whoever should approve of the
ticket based on “From” or some CF value. Then when that Approver changes the
value of a CF to indicate approval, move the ticket to the appropriate
Queue? That way, all history stays with the original request ticket.

Kenn
LBNL****

On Tue, Jun 28, 2011 at 7:49 AM, Christopher Lasater CLasater@taleo.com
wrote:****

Ohh yeah, this is RT-4.0. Is this also the behavior in previous versions?



From: rt-users-bounces@lists.bestpractical.com [mailto:
rt-users-bounces@lists.bestpractical.com] On Behalf Of Christopher
Lasater
Sent: Monday, June 27, 2011 3:26 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Ticket can be Resolved when Depending on Rejected
Approval Ticket
**


Hello,****

           Not sure if this is normal, but I have a Queue set up so

that when a ticket is created it will automatically create another ticket
for Approval. This seems to be working well, since the original ticket is
immediately created with a Dependency for the Approval ticket. If I try to
Resolve the ticket before the approval process I get a dependency error,
which is what I expect, but if I reject the approval I can then resolve the
original ticket. Shouldn’t I get an error message at this point saying it
cannot be resolved and needs to be rejected? Or have the approval
automatically reject/close/resolve the original ticket?****


           Thanks****


*Christopher Lasater
**Technology Analyst I
Taleo
**
T. 904.520.6046
E. clasater@taleo.com
*
Error! Filename not specified. http://www.taleo.com/

This email and any attachments thereto may contain private, confidential,
and privileged material for the sole use of the intended recipient named in
the original email to which this message was attached. Any review, copying,
or distribution of this email (or any attachments thereto) by others is
strictly prohibited. If you are not the intended recipient, please return
this email to the sender immediately and permanently delete the original and
any copies of this email and any attachments thereto.
****



2011 Training: http://bestpractical.com/services/training.html****


Ohh yeah, this is RT-4.0. Is this also the behavior in previous versions?

When you reject an Approvals ticket it should cascade that Reject back
up to the Original ticket automatically. That is built-in default
behavior.

There is no code to prevent you from resolving it after it has been
rejected.

-kevin

What do you mean by cascade the reject up to the Original ticket? The original ticket shows that the depends on ticket (the approval) is rejected, but the status for the original does not changed…From: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Kevin Falcone
Sent: Wednesday, June 29, 2011 4:30 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Ticket can be Resolved when Depending on Rejected Approval Ticket

Ohh yeah, this is RT-4.0. Is this also the behavior in previous versions?

When you reject an Approvals ticket it should cascade that Reject back up to the Original ticket automatically. That is built-in default behavior.

There is no code to prevent you from resolving it after it has been rejected.

-kevin

From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Christopher Lasater
Sent: Monday, June 27, 2011 3:26 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Ticket can be Resolved when Depending on
Rejected Approval Ticket

Hello,

              Not sure if this is normal, but I have a Queue set up so that when a ticket is

created it will automatically create another ticket for Approval. This seems to be working
well, since the original ticket is immediately created with a Dependency for the Approval
ticket. If I try to Resolve the ticket before the approval process I get a dependency error,
which is what I expect, but if I reject the approval I can then resolve the original ticket.
Shouldn’t I get an error message at this point saying it cannot be resolved and needs to be
rejected? Or have the approval automatically reject/close/resolve the original ticket?

              Thanks

Christopher Lasater
Technology Analyst I
Taleo
T. 904.520.6046
E. [1]clasater@taleo.com
[2]TALEO

This email and any attachments thereto may contain private, confidential, and privileged
material for the sole use of the intended recipient named in the original email to which this
message was attached. Any review, copying, or distribution of this email (or any attachments
thereto) by others is strictly prohibited. If you are not the intended recipient, please
return this email to the sender immediately and permanently delete the original and any copies
of this email and any attachments thereto.

References

Visible links

  1. mailto:clasater@taleo.com
  2. http://www.taleo.com/

-----BEGIN PGP SIGNATURE-----
Version: 10.1.0 (Build 860)

iQEVAwUBTgnp8HUEnna91A87AQiAfggApHjAjR18f+ngBCyoMQASu4ez5Ae/Xzgk
PtCumIiFmqyAvQcXKFIysehccqQUdMUbz109Gq1JE9EMSxG2C/s9UOsCPGSE+VIL
XKmC72S3ng2ii0URBXeyOKgxiE2hUMGgPYG6N0TIe45O+LQxe6GA7bibIHqrbekT
mf2nkaJzuq7Mnq06NO4EJrGE9RnBq63BVIYwkWHY324OEKd+skhgOOADnhSs0+t7
KSomVp2LUSrd/uwhexo+pYAb8Yy9bN2y3yMUW85Tqj2XfEeQ4CD4icafzSizwNCH
/pQCZDk2rmQXIQc+liFlBgotfh+iFErXoP9sZ8l9s7mTjT021XkjCg==
=ZVsj
-----END PGP SIGNATURE-----


2011 Training: http://bestpractical.com/services/training.html

PGP.sig (475 Bytes)

What do you mean by cascade the reject up to the Original ticket? The original ticket shows that the depends on ticket (the approval) is rejected, but the status for the original does not changed…

When a ticket in the ___Approvals queue is rejected, there is code to
run and reject the original ticket.

lib/RT/Approval/Rule/Rejected.pm

-kevin

Hey Kevin,
Thanks for the response.

I was not using the __approval queue that is created by default, I created another one call POapproval and selected the approval lifecycle.  Will this make it work the same way as the __approval queue?  I checked the scrips under __approval and I do not see anything special that would create different behavior.  If the queue the approval is sent to just needs to have its lifecycle be approved, then it does not seem to be working for me.
Thanks,
  ChrisFrom: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Kevin Falcone

Sent: Wednesday, June 29, 2011 4:50 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Ticket can be Resolved when Depending on Rejected Approval Ticket

What do you mean by cascade the reject up to the Original ticket? The original ticket shows that the depends on ticket (the approval) is rejected, but the status for the original does not changed…

When a ticket in the ___Approvals queue is rejected, there is code to run and reject the original ticket.

lib/RT/Approval/Rule/Rejected.pm

-kevin

From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Kevin
Falcone
Sent: Wednesday, June 29, 2011 4:30 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Ticket can be Resolved when Depending on
Rejected Approval Ticket

Ohh yeah, this is RT-4.0. Is this also the behavior in previous versions?

When you reject an Approvals ticket it should cascade that Reject back up to the Original ticket automatically. That is built-in default behavior.

There is no code to prevent you from resolving it after it has been rejected.

-kevin

From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Christopher Lasater
Sent: Monday, June 27, 2011 3:26 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Ticket can be Resolved when Depending on
Rejected Approval Ticket

Hello,

              Not sure if this is normal, but I have a Queue set up so that when a ticket is

created it will automatically create another ticket for Approval. This seems to be working
well, since the original ticket is immediately created with a Dependency for the Approval
ticket. If I try to Resolve the ticket before the approval process I get a dependency error,
which is what I expect, but if I reject the approval I can then resolve the original ticket.
Shouldn’t I get an error message at this point saying it cannot be resolved and needs to be
rejected? Or have the approval automatically reject/close/resolve the original ticket?

              Thanks

Christopher Lasater
Technology Analyst I
Taleo
T. 904.520.6046
E. [1]clasater@taleo.com
[2]TALEO

This email and any attachments thereto may contain private, confidential, and privileged
material for the sole use of the intended recipient named in the original email to which this
message was attached. Any review, copying, or distribution of this email (or any attachments
thereto) by others is strictly prohibited. If you are not the intended recipient, please
return this email to the sender immediately and permanently delete the original and any copies
of this email and any attachments thereto.

References

Visible links

  1. mailto:clasater@taleo.com
  2. http://www.taleo.com/

-----BEGIN PGP SIGNATURE-----
Version: 10.1.0 (Build 860)

iQEVAwUBTgnp8HUEnna91A87AQiAfggApHjAjR18f+ngBCyoMQASu4ez5Ae/Xzgk
PtCumIiFmqyAvQcXKFIysehccqQUdMUbz109Gq1JE9EMSxG2C/s9UOsCPGSE+VIL
XKmC72S3ng2ii0URBXeyOKgxiE2hUMGgPYG6N0TIe45O+LQxe6GA7bibIHqrbekT
mf2nkaJzuq7Mnq06NO4EJrGE9RnBq63BVIYwkWHY324OEKd+skhgOOADnhSs0+t7
KSomVp2LUSrd/uwhexo+pYAb8Yy9bN2y3yMUW85Tqj2XfEeQ4CD4icafzSizwNCH
/pQCZDk2rmQXIQc+liFlBgotfh+iFErXoP9sZ8l9s7mTjT021XkjCg==
=ZVsj
-----END PGP SIGNATURE-----


2011 Training: http://bestpractical.com/services/training.html

-----BEGIN PGP SIGNATURE-----
Version: 10.1.0 (Build 860)

iQEVAwUBTguO0HUEnna91A87AQhA5gf/dXHYxPn35o0xgQbp89PanrerG3X+euJe
9cM5tJPK28ZqXhJYEZaV7gqIKu+X3SXSxJ7TeryyqRlMoDCuMkmWM4oXBO+0UJsB
xY/ZotVaeRWmbLY2tdyiNaHcsNyuVScGfAQoxlQsNDFrYjQdabRZZIi4JyezZ1Yw
yZyxm686bLybynbFImJxyG9PgqZX/I6NT2R0o49R3HZlnYmRzA7mkhj+2JDNGk6U
ShmkTlANYfgatjr51d6pMEv0bsqKHpCjetlTYqUsfKYYEMXXg7LIIDM3g1em91Tb
5Ms6YR2uLnLlE+EOzo6Ff6eKjQh98+/iWPkNOsxjlGsl29hd+s0+sg==
=pImD
-----END PGP SIGNATURE-----


2011 Training: http://bestpractical.com/services/training.html

PGP.sig (475 Bytes)

I was not using the __approval queue that is created by default, I created another one call POapproval and selected the approval lifecycle. Will this make it work the same way as the __approval queue? I checked the scrips under __approval and I do not see anything special that would create different behavior. If the queue the approval is sent to just needs to have its lifecycle be approved, then it does not seem to be working for me.

The ___Approvals queue in RT is special.
If you’d like RT’s built-in approvals code to be triggered, you need
to use that Queue.

The reject code isn’t done as a Scrip which is why you don’t see it
there, it’s in the Rule I mentioned.

You should consider using the built in ___Approvals queue, it will let
you use the Approval link on the left side of RT and the Approvals UI
it provides.

If you don’t want to use ___Approvals you will need to write your own
Scrip to reject the original ticket.

-kevin