Kenn - Thanks for taking the time to respond. It is greatly
appreciated. Let me explain a little more and then you can let me know if
what you're doing would still apply. In essence we were wanting the user,
as they create the ticket, to be able to select the person that needed to
approve the ticket. We did this by creating a custom field with the list
of users that can approve a ticket. Once a user creating the ticket
selected a person to approve, the ticket create process would also create
the approval request for the person selected as the approver.
I can't tell for sure but I'm thinking that you have a certain group of
users that are allowed to look in the approval queue and users simply
submit approvals into this queue? If I've misunderstood how your situation
works let me know. Perhaps what you are doing would work for our
situation. The key to our situation is the need to have a ticket creator
be able to select the user they want to approve a ticket. If that can be
done with your method and you have the time please give me a little more
detail.
Thanks again.
John
John,
You seem to have gone to a lot of work to get some form of approvals
going with certain people being allowed to do that, but it looks to me
like you went the long way around the barn. Without ANY PERL scrips or
anything, I have a Queue set aside for approvals, it receives requests by
any group (of users) allowed or the group that "supports"
(Approvals-Support) with the right privileges can create, own, whatever
the needs are to/for a request. Then when approved, they (the approvers)
merely change the owner to "nobody" and change the Queue to where the
requests belongs. Everything is in history under the same ticket number
(great for auditors). By creating all this code, you may have created a
house of cards that will be difficult to maintain, whereas by using RT
as-is, we have much less maintenance to perform. Think about it. I really
have no advice to give about all the extra code.
Kenn
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