Upgrading from 3.4.5 to 3.6.0 blew up my approvals - sort of

RT Developers
1

Hi,

We’ve been using RT for approvals for well over a year and I just
completed an upgrade to 3.6.0 and now I’m having issues.

Approvals are being created as expected. However, no notification is being
sent out of its creation (Scrip 11). Furthermore, if I go to the Approval
page nothing gets listed. Unless I specifically go to
/rt/Approvals/Dislplay.html?id=<id#> I cannot see the approvals. Even
with SuperUser permission I am unable to see the approvals.

Any suggestions? I’ve traced the logs (debug mode) and the Scrip never
gets called. As for the Approval page I’m at a loss it obviously works
since I can force it to so it to me. BTW, other scrips in the approval
queue work fine and the scrips haven’t changed from prior to the upgrade
I’ve audited that.

I checked the lists over the past two months didn’t see anything obvious.

Thanks and regards,

Ramon Kagan, GCIA (p)416-736-2100 #20263
Manager, UNIX Services rkagan@yorku.ca
Computing and Network Services
York University, Toronto, Canada

Part of the inhumanity of the computer is that, once it is
competently programmed and working smoothly, it is completely honest.
- Isaac Asimov

2

In response to my own email…

In order to get the notification to work I have changed Scrip 11 as
follows:

Condition changed from “User Defined” to “On Create”

Custom condition:
$self->TicketObj->Type eq ‘Approval’ and
$self->TransactionObj->Field eq ‘Status’ and
$self->TransactionObj->NewValue eq ‘open’ and
eval { $T::Approving = ($self->TicketObj->AllDependedOnBy(
Type => ‘ticket’ ))[0] }

no longer being used.

I still cannot see the approvals without specifying them however.

Ramon Kagan, GCIA (p)416-736-2100 #20263
Manager, UNIX Services rkagan@yorku.ca
Computing and Network Services
York University, Toronto, Canada

Sometimes we think we dislike flattery, but it is only the way it is done
that we dislike.
- de La RochefoucauldOn Wed, 26 Jul 2006, Ramon Kagan wrote:

Hi,

We’ve been using RT for approvals for well over a year and I just completed
an upgrade to 3.6.0 and now I’m having issues.

Approvals are being created as expected. However, no notification is being
sent out of its creation (Scrip 11). Furthermore, if I go to the Approval
page nothing gets listed. Unless I specifically go to
/rt/Approvals/Dislplay.html?id=<id#> I cannot see the approvals. Even with
SuperUser permission I am unable to see the approvals.

Any suggestions? I’ve traced the logs (debug mode) and the Scrip never gets
called. As for the Approval page I’m at a loss it obviously works since I
can force it to so it to me. BTW, other scrips in the approval queue work
fine and the scrips haven’t changed from prior to the upgrade I’ve audited
that.

I checked the lists over the past two months didn’t see anything obvious.

Thanks and regards,

Ramon Kagan, GCIA (p)416-736-2100 #20263
Manager, UNIX Services rkagan@yorku.ca
Computing and Network Services
York University, Toronto, Canada

Part of the inhumanity of the computer is that, once it is
competently programmed and working smoothly, it is completely honest.

  • Isaac Asimov

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3

Hi,

Ramon Kagan wrote:

Approvals are being created as expected. However, no notification is
being sent out of its creation (Scrip 11). Furthermore, if I go to the
Approval page nothing gets listed. Unless I specifically go to
/rt/Approvals/Dislplay.html?id=<id#> I cannot see the approvals. Even
with SuperUser permission I am unable to see the approvals.

While I can’t confirm any problem with notification and/or running
scrips, I’m seeing the same problem with listing the approvals.

I’ve tracked down the problem to the fix from Ticket 7029, which
restricts the Listing to Tickets that the User owns or is AdminCC for. I
do agree, that there obviously was a bug before (not restricting
$group_tickets at all), however the current solution isn’t working for
me (I’m copying approvers in CC:), nor does it seem to be working for Ramon.

On a related note: The “Show requests awaiting other approvals” check
box seems to be either not working or unnecessary or badly described.
From the code I’d say it enables listing of approvals that depend on
other (still unapproved) approvals.

Unfortunately, for both cases I’m not sure how you’ve intended it to
work in the first place. So far, I was happy with just listing all
approval requests the user could see, but apparently that’s too slow for
Todd. (Todd: Do you really have that many open approvals?) And what
would be the preferred solution, so that SuperUser can view all Approvals?

Best regards,
Rolf

PS: Yes, I’ll write a patch once we have a solution :wink: