Anyone can shed a light on how to do this?
My setup right now when someone sends an email to nschange, the ticket gets created with owner nobody. A second ticket gets created in the approval queue but with owner RT_System. I need this second ticket to be owned by a specific user, and the status changed to open. This has to be a custom action but I don't know what code to add ...?!? It there a list of all RT objects and what they are? Regards, Nelson Pereira ________________________________ From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Nelson Pereira Sent: Thursday, April 10, 2008 1:03 PM To: [email protected] Subject: [rt-users] Need help on an approval queue Ok, I created an approval queue and need some special functions to happen. The workflow is like this: 1) A network Services Admin sends an email which RT put's into the approval queue. 2) I have setup the script to create an approval ticket. 3) Manager is to login and click on Approval link and approve the ticket. The problem I'm seeing here is that the manager needs to click on the original ticket the admin created, then click on the Link'ed approval ticket created, Then take ownership and open the ticket. Then he needs to go to the approval Link on top to approve the approval ticket...?!? This is way to many steps.... So how can I make a newly created ticket in the Approval Queue, setup ownership of that ticket to the requestor. Then have RT create an approval ticket and setup the ownership to the manager and change the status to opened. This way, the manager will get an email saying an approval ticket is opened, he will login, click on Approval Link and approve the ticket.... Thanks Nelson Pereira Senior Network Administrator Protus IP Solutions Inc. [EMAIL PROTECTED] phone: 613.733.0000 ext.528 MyFax: 613.822.5083 www.myfax.com Refer your friends and colleagues to MyFax! Click here for more information. <http://www.myfax.com/referral_program.asp> <http://www.myfax.com>
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