Urgent help on multi-stage approvals

I’ve followed the example in “RT Essentials” on configuring a
multi-stage approval. It worked beautifully in v3.6.3. It fails to work
after I’ve upgraded RT to 3.6.7.

In 3.6.3, the second approver will only receive an email upon the first
approval resolution of the approving ticket.

In 3.6.7, both the approvers will receive emails at the same time.

Can somebody enlighten me on how to make 3.6.7 behaviour revert to those
in 3.6.3? This is important to what I’m about to do for the organization.

Any advice is much appreciated. Thanks.

Hong-Fai LEONG (Mr) :: Manager, ITU, Faculty of Science :: National University of Singapore :: Blk S16 Level 2, 6 Science Drive 2, Singapore 117546 :: 65-6516 8328 (DID) :: 65-6777 0607 (Fax) :: scilhf@nus.edu.sg (E) :: www.nus.edu.sg (W) :: Company Registration No: 200604346E

Important: This email is confidential and may be privileged. If you are not the intended recipient, please delete it and notify us immediately; you should not copy or use it for any purpose, nor disclose its contents to any other person. Thank you.

I’ve followed the example in “RT Essentials” on configuring a
multi-stage approval. It worked beautifully in v3.6.3. It fails to work
after I’ve upgraded RT to 3.6.7.

In 3.6.3, the second approver will only receive an email upon the first
approval resolution of the approving ticket.

In 3.6.7, both the approvers will receive emails at the same time.

Can somebody enlighten me on how to make 3.6.7 behaviour revert to those
in 3.6.3? This is important to what I’m about to do for the organization.

Any advice is much appreciated. Thanks.

Hong-Fai LEONG (Mr) :: Manager, ITU, Faculty of Science :: National University of Singapore :: Blk S16 Level 2, 6 Science Drive 2, Singapore 117546 :: 65-6516 8328 (DID) :: 65-6777 0607 (Fax) ::
scilhf@nus.edu.sg (E) :: www.nus.edu.sg (W) :: Company Registration No: 200604346E

Important: This email is confidential and may be privileged. If you are not the intended recipient, please delete it and notify us immediately; you should not copy or use it for any purpose, nor
disclose its contents to any other person. Thank you.

I’ve followed the example in “RT Essentials” on configuring a multistage
approval. It worked beautifully in v3.6.3. It fails to work after I’ve
upgraded RT to v3.6.7.

In 3.6.3, the second approver will only receive an email upon the first
approval resolution of the approving ticket.

In 3.6.7, both approvers will receive emails at the same time.

Can someone confirm this behaviour? I would really like to have back the
behaviour found in 3.6.3. Can anyone out there who can help me on this. This
is really important in what I’m going to do in my organization. Any advice
is much appreciated. Thanks.

I’ve followed the example in “RT Essentials” on configuring a
multistage approval. It worked beautifully in v3.6.3. It fails to
work after I’ve upgraded RT to v3.6.7.

In 3.6.3, the second approver will only receive an email upon the
first approval resolution of the approving ticket.

In 3.6.7, both approvers will receive emails at the same time.

Can someone confirm this behaviour? I would really like to have back
the behaviour found in 3.6.3. Can anyone out there who can help me
on this. This is really important in what I’m going to do in my
organization. Any advice is much appreciated. Thanks.

With the information you’ve given us so far, it’s fairly hard to
debug. RT 3.6.3 was…quite a long time ago and we’ve fixed a fair
number of bugs. It may well be the case that one of those fixes has
unintended consequences. If you can share your workflow
configuration with the list, someone might be able to spot something.

Best,
Jesse Vincent
Best Practical

Hi Jesse,

Thanks for answering my mail.

Here’s my workflow setup. The idea here is to use the multi-stage approvals
for the request which requires the manager approval before redirecting it to
the director for approval.

Templates:

===Create-Ticket: manager-endorsement
Depended-On-By: TOP
Queue: ___Approvals
Type: approval
Owner: {
return $Tickets{‘TOP’}->FirstCustomFieldValue(‘Approving
Requester/Manager Id’);
}
Content: Manager endorsement is needed for this request.
Please see the parent ticket for details.
ENDOFCONTENT

===Create-Ticket: director-endorsement
Depends-On: manager-endorsement
Depended-On-By: TOP
Queue: ___Approvals
Type: approval
Owner: ccelhf
Content: Director endorsement is needed for this request.
Please see the parent ticket for details.
ENDOFCONTENT

Scrips:

On Create, Create ticket with the above template.

Hong-FaiOn Sun, Jul 27, 2008 at 8:37 AM, Jesse Vincent jesse@bestpractical.comwrote:

On Jul 24, 2008, at 9:51 PM, Hong Fai Leong wrote:

I’ve followed the example in “RT Essentials” on configuring a multistage
approval. It worked beautifully in v3.6.3. It fails to work after I’ve
upgraded RT to v3.6.7.

In 3.6.3, the second approver will only receive an email upon the first
approval resolution of the approving ticket.

In 3.6.7, both approvers will receive emails at the same time.

Can someone confirm this behaviour? I would really like to have back the
behaviour found in 3.6.3. Can anyone out there who can help me on this.
This is really important in what I’m going to do in my organization. Any
advice is much appreciated. Thanks.

With the information you’ve given us so far, it’s fairly hard to debug. RT
3.6.3 was…quite a long time ago and we’ve fixed a fair number of bugs. It
may well be the case that one of those fixes has unintended consequences.
If you can share your workflow configuration with the list, someone might be
able to spot something.

Best,
Jesse Vincent
Best Practical


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

Hi Jesse,

Thanks for answering my mail.

Here’s my workflow setup. The idea here is to use the multi-stage
approvals for the request which requires the manager approval before
redirecting it to the director for approval.

That basically looks right. Which scrips fire when the ticket is
created? When does the “notify the director” scrip fire?

Dear Jesse,

The setup only uses a single script and template. The setup works out of the
box as described in “RT Essentials”. In the v3.6.3, the email to the
director won’t fire off until the manager approves his ticket. This was
achieved using the “Depends-On” directive in the director’s template. In
3.6.7, both manager and director will get the emails as soon as the
approval tickets are created. The director won’t be able to resolve
his ticket though if the manager hasn’t approve his. Any idea?On Mon, Jul 28, 2008 at 9:19 PM, Jesse Vincent jesse@bestpractical.com wrote:

On Jul 28, 2008, at 2:41 AM, Hong Fai Leong wrote:

Hi Jesse,

Thanks for answering my mail.

Here’s my workflow setup. The idea here is to use the multi-stage approvals
for the request which requires the manager approval before redirecting it to
the director for approval.

That basically looks right. Which scrips fire when the ticket is created?
When does the “notify the director” scrip fire?

Templates:

===Create-Ticket: manager-endorsement
Subject: Recruitment Request Endorsement::{$Tickets{‘TOP’}->Subject}
Depended-On-By: TOP
Queue: ___Approvals
Type: approval
Owner: {
return $Tickets{‘TOP’}->FirstCustomFieldValue(‘Approving
Requester/Manager Id’);
}
Content: Manager endorsement is needed for this request.
Please see the parent ticket for details.
ENDOFCONTENT

===Create-Ticket: director-endorsement
Subject: Recruitment Request Endorsement::{$Tickets{‘TOP’}->Subject}
Depends-On: manager-endorsement
Depended-On-By: TOP
Queue: ___Approvals
Type: approval
Owner: ccelhf
Content: Director endorsement is needed for this request.
Please see the parent ticket for details.
ENDOFCONTENT

Scrips:

On Create, Create ticket with the above template.

Hong-Fai

On Sun, Jul 27, 2008 at 8:37 AM, Jesse Vincent jesse@bestpractical.comwrote:

On Jul 24, 2008, at 9:51 PM, Hong Fai Leong wrote:

I’ve followed the example in “RT Essentials” on configuring a multistage
approval. It worked beautifully in v3.6.3. It fails to work after I’ve
upgraded RT to v3.6.7.

In 3.6.3, the second approver will only receive an email upon the first
approval resolution of the approving ticket.

In 3.6.7, both approvers will receive emails at the same time.

Can someone confirm this behaviour? I would really like to have back the
behaviour found in 3.6.3. Can anyone out there who can help me on this.
This is really important in what I’m going to do in my organization. Any
advice is much appreciated. Thanks.

With the information you’ve given us so far, it’s fairly hard to debug. RT
3.6.3 was…quite a long time ago and we’ve fixed a fair number of bugs. It
may well be the case that one of those fixes has unintended consequences.
If you can share your workflow configuration with the list, someone might be
able to spot something.

Best,
Jesse Vincent
Best Practical


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

Dear Jesse,

The setup only uses a single script and template. The setup works
out of the box as described in “RT Essentials”. In the v3.6.3,
the email to the director won’t fire off until the manager
approves his ticket. This was achieved using the "Depends-On"
directive in the director’s template. In 3.6.7, both manager and
director will get the emails as soon as the approval tickets are
created. The director won’t be able to resolve his ticket
though if the manager hasn’t approve his. Any idea?

None. it sounds like it should work.