Workflow problem; approval process problem

RT Users
1

Hello again,

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. :slight_smile:

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
approval first.
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”,
“approved”, “closed”.

<RT_SiteConfig.pm>
Set(@ActiveStatus, (‘new’, ‘open’, ‘stalled’, ‘needs approval’));
Set(@InactiveStatus, (‘approved’, ‘closed’, ‘resolved’, ‘rejected’,
‘deleted’));

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 shouldn’t be able to see each other’s
approvals.
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 isn’t 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.

Thank you,
Chris

2

http://requesttracker.wikia.com/wiki/ApprovalCreation). The problem
is that there are a lot of different queues and many different
“managements-groups” they shouldn’t be able to see each other’s
approvals.

If you configure things properly, users will only be able to see their own
Approvals (only grant rights to Owners or AdminCcs in the __Approvals
queue, rather than granting them to a group).

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 isn’t working, though.

You don’t provide your scrip, so we really can’t comment on it (nor do
you provide debugging logs)

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.

You can either write a User Defined condition on your scrip, or write
a perl level Condition and add it to your RT.

-kevin