Hello, I'm setting up approvals on RT 3.8.2. I manage my tickets (incoming requests) in FOOBAR queue. I created a queue FOOBAR_APPROVAL for tickets needing approvals (I have a scrip/template for this queue, when I move a ticket inside, the approvers are notified and the approval process begins).
Let's say someone creates a ticket, it goes into FOOBAR queue, and then the guy who manages this ticket sees it needs approval and move it to FOOBAR_APPROVAL queue for approbation.All the approvers approve it, and then.... it's in FOOBAR_APPROVAL queue. My questions : - do I have to consider FOOBAR_APPROVAL like a "working" queue ? Meaning admins, requestors etc... corresponds on the tickets in this queue ? - should I move automatically (I don't know how yet, shouldn' be hard) the tickets to the FOOBAR queue once they are approved ? Any feedback is welcome regarding how you use the approval process in your RT (how do you decide a ticket enters this approval process, and how you manage it after the approbation) PS: I saw a patch on RT-devel for a button enabling the Approval process on a ticket, I may think to this as well. Feedbacks welcome ! Thanks ! -- L.B. _______________________________________________ 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
