I am fairly new to RT (so please be gentle). On the other hand I do
have a pretty good idea what I want it to accomplish.
Currently we have to following situation:
There are 3 groups (Staff, Sys-admins, Management). A member of the
staff opens a Ticket. Normally the ticket will be assigned to a member
of the sysadmin-group. Unfortunately they cannot make all the
decisions by them self. Especially when a ticket will exceed a certain
amount of time a member of the management-group should give his/her
Every time a ticket is closed the requestor needs to sign the ticket
to make sure the work has been done.
So the workflow should somehow look like the following:
NEW TICKET (Status: new) -> ASIGN TO SYSADMIN-MEMBER (Status: open) ->
SYSADMIN CALCULATES TIME; IF “Time Estimated” > X -> GO INTO APPROVAL
PROCESS ELSE -> WORK UNTIL DONE (Status: resolved)-> STAFF-MEMBER
(Status: closed or re-open)
To accomplish this, I first added the statuses: “Needs approval”,
Set(@ActiveStatus, (‘new’, ‘open’, ‘stalled’, ‘needs approval’));
Set(@InactiveStatus, (‘approved’, ‘closed’, ‘resolved’, ‘rejected’,
Then I tried to add the approval process (see:
http://requesttracker.wikia.com/wiki/ApprovalCreation). The problem is
that there are a lot of different queues and many different
managements-groups they shouldnt be able to see each others
The other problem I am facing is that I only want to start the
approval process in some cases so I would have to trigger it with a
On Status Change script, this isnt working, though.
Can I manually add a condition? Something like on closed?
It would be very helpful if someone could tell me if I am following
the wrong lead here, or if I am on the right track.
Has anyone ever done a setup like this? If so, maybe he/she could give
me some starting point.