Tickets in Approval queue hard to find

As I described earlier[1] I am setting up an Approvals queue when a ticket enters status ‘fixed.’

Back then I was missing the scrip. I added a scrip as below[2]

In the error log I see the promising output when a ticket is changed to status fixed:

Wed Sep 1 16:34:04 2010] [info]: Ticket 504 created in queue ‘Approvals’ by RT_System (/opt/local/rt/bin/…/lib/RT/Ticket_Overlay.pm:671)

And if I “Simple Search” for 504 I find the ticket.

But if I the more advanced search with (Queue= ‘Approvals’) it returns nothing. The Home->Quick Search->Approvals section shows 0 tickets with each status.

Any ideas?

[1] - http://lists.bestpractical.com/pipermail/rt-users/2010-August/066363.html

[2]
Description:

Add a ticket to the Approval queue when an Application ticket is fixed

Condition:

On Fixed

Action:

Create Ticket

Template:

On Fixed

Stage:

Transaction Create

Josh Narins

Director of Application Development
SeniorBridge
845 Third Ave
7th Floor
New York, NY 10022
Tel: (212) 994-6194
Fax: (212) 994-4260
Mobile: (917) 488-6248
jnarins@seniorbridge.com
seniorbridge.comhttp://www.seniorbridge.com/

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In the Tickets Search Builder try New > Advanced and
add Type = ‘approval’

By default it only searches for Type = ‘ticket’

Cheers,

Alister West alister@gossamer-threads.com
w: http://www.gossamer-threads.com
t: +1.604.687.5804 f: +1.604.687.5806On 10-09-01 09:37 AM, Josh Narins wrote:

As I described earlier[1] I am setting up an Approvals queue when a
ticket enters status ‘fixed.’

Back then I was missing the scrip. I added a scrip as below[2]

In the error log I see the promising output when a ticket is changed to
status fixed:

Wed Sep 1 16:34:04 2010] [info]: Ticket 504 created in queue 'Approvals’
by RT_System (/opt/local/rt/bin/…/lib/RT/Ticket_Overlay.pm:671)

And if I “Simple Search” for 504 I find the ticket.

But if I the more advanced search with (Queue= ‘Approvals’) it returns
nothing. The Home->Quick Search->Approvals section shows 0 tickets with
each status.

Any ideas?

[1] -
http://lists.bestpractical.com/pipermail/rt-users/2010-August/066363.html

[2]

Description:

Add a ticket to the Approval queue when an Application ticket is fixed

Condition:

On Fixed

Action:

Create Ticket

Template:

On Fixed

Stage:

Transaction Create

Josh Narins

Director of Application Development
SeniorBridge
845 Third Ave
7th Floor
New York, NY 10022
Tel: (212) 994-6194
Fax: (212) 994-4260
Mobile: (917) 488-6248
jnarins@seniorbridge.com
seniorbridge.com http://www.seniorbridge.com/

SeniorBridge


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contain confidential or privileged information. Any dissemination,
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sender and destroy all entries of this message and any attachments from
your system. Thank you.

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Last one this year – Learn how to get the most out of RT!

Wed Sep 1 16:34:04 2010] [info]: Ticket 504 created in queue ‘Approvals’ by RT_System
(/opt/local/rt/bin/…/lib/RT/Ticket_Overlay.pm:671)

If you used the builtin ___Approvals queue, you’d just click on the
Approvals tab on the left to see pending approvals you need to work.

-kevin

Wed Sep 1 16:34:04 2010] [info]: Ticket 504 created in queue ‘Approvals’ by RT_System
(/opt/local/rt/bin/…/lib/RT/Ticket_Overlay.pm:671)

If you used the builtin ___Approvals queue, you’d just click on the Approvals
tab on the left to see pending approvals you need to work.

-kevin

That’s obviously what I want, maybe I’ve messed something up by creating an Approvals queue by hand, first?

I changed my template to look like this but Approvals still seems empty.

===Create-Ticket: ___Approvals
Queue: ___Approvals
Type: approval
Depended-On-By: {$Tickets{“TOP”}->Id}
Refers-To: {$Tickets{“TOP”}->Id}
Status: new
Requestors: {$Tickets{“TOP”}->Owner}
Condition: On Fixed
Content-Type: text/plain
Content: Someone has completed the task {$Tickets{‘TOP’}->Subject}. Please review. Resolve this ticket if the review was satisfactory.
ENDOFCONTENT

Josh Narins
Director of Application Development
SeniorBridge
845 Third Ave
7th Floor
New York, NY 10022
Tel: (212) 994-6194
Mobile: (917) 488-6248
Fax: (212) 994-4260
jnarins@seniorbridge.com

SeniorBridge
Managing Complex Chronic Care
http://www.seniorbridge.com

SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you.

Wed Sep 1 16:34:04 2010] [info]: Ticket 504 created in queue ‘Approvals’ by RT_System
(/opt/local/rt/bin/…/lib/RT/Ticket_Overlay.pm:671)

If you used the builtin ___Approvals queue, you’d just click on the Approvals
tab on the left to see pending approvals you need to work.

-kevin

That’s obviously what I want, maybe I’ve messed something up by creating an Approvals queue by hand, first?

I changed my template to look like this but Approvals still seems empty.

===Create-Ticket: ___Approvals
Subject: Please Approve "{$Tickets{‘TOP’}->Subject}"
Queue: ___Approvals
Type: approval
Depended-On-By: {$Tickets{“TOP”}->Id}
Refers-To: {$Tickets{“TOP”}->Id}
Status: new
Requestors: {$Tickets{“TOP”}->Owner}
Condition: On Fixed
Content-Type: text/plain
Content: Someone has completed the task {$Tickets{‘TOP’}->Subject}. Please review. Resolve this ticket if the review was satisfactory.
ENDOFCONTENT

Your tickets don’t have an Owner or AdminCcs, who is supposed to work
them?

-kevin