On Thu, Feb 07, 2008 at 11:04:28AM -0800, Kenneth Crocker wrote:
> Jean-Sebastien,
>
>
> I've heard of manywho have trouble getting rights to act
> consistently at the approvals level. That's why I created my own
> approvals
> method by just setting up a "regular" queue to collect the tickets
> initially and then granting the appropriate rights. When approved, the
> person approving can move the ticket to the correct queue OR a scrip could
> do it if there was a simple choice of where. This makes it simple AND the
> ticket number remains the same from approval to support and audit
> doesn't get confused.
Yeah, I seem to be dealing with a few 'peculiar' behaviors. For example,
if I add the Management group as AdminCc watchers for the Queue, the
batch Approval feature doesn't list any tickets. I've had to use this in
my approval creation template:
AdminCc: {
my $groupname = 'Management';
my $groups = RT::Groups->new( $RT::SystemUser );
$groups->LimitToUserDefinedGroups();
$groups->Limit(
'FIELD' => 'Name',
'OPERATOR' => '=',
'VALUE' => $groupname );
$groups->First->Id;
}
Getting the whole Approval thing working is a bit of a chore.
BTW, I found why the ___Approval queue was showing up on the Home page:
Privileged users had SeeQueue globally. I removed that right and added
it back per Queue instead, except for the ___Approval queue, of course.
:-)
Thanks everyone for your help! It'll be nice to get this working and get
people's noses out of their Inbox! :-)
js.
--
Jean-Sebastien Morisset, Sr. UNIX Administrator <[EMAIL PROTECTED]>
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
Community help: http://wiki.bestpractical.com
Commercial support: [EMAIL PROTECTED]
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
