I have been fighting this all day, I'm sure it is something simple but
I'm completely missing it.
I had approvals setup with one person being the approver using the
following scrip and template on my General queue:
<scrip>
Description: Create Approval
Condition: On Create
Action: Create Tickets
Template: Approvals
Stage: TransactionCreate
</scrip>
<template>
Name: Approvals
Description: Template used for requesting approvals
Content:
===Create-Ticket: Approval
Subject: Approval for {$Tickets{'TOP'}->Subject}
Depended-On-By: TOP
Queue: ___Approvals
Type: approval
Owner: <name-of-user>
Content: Someone has created a ticket. you should review and approve
it, so work can begin.
ENDOFCONTENT
</template>
And all was well. I was receiving these emails as the "needs to be
approved" notices:
Greetings,
There is a new item pending your approval: "CR Approval for: 9 -
This is a test ticket 5",
a summary of which appears below.
Please visit http://localhost/rt/Approvals/Display.html?id=10
to approve or reject this ticket, or
http://localhost/rt/Approvals/ to
batch-process all your pending approvals.
-------------------------------------------------------------------------
Someone has created a ticket. you should review and approve it,
so they can finish their work
But then the fun began. I needed to it up so multiple people can approve
a ticket but only one of them has to. So I followed the instructions at
the bottom on http://wiki.bestpractical.com/view/ApprovalCreation and
changed my General queue's template to be:
<template>
Name: Approvals
Description: Template used for requesting approvals
Content:
===Create-Ticket: Approval
Subject: Approval for {$Tickets{'TOP'}->Subject}
Depended-On-By: TOP
Queue: ___Approvals
Type: approval
AdminCC: {
my $group_name = 'Group Name';
my $groups = RT::Groups->new( $RT::SystemUser );
$groups->LimitToUserDefinedGroups();
$groups->Limit(
'FIELD' => 'Name',
'OPERATOR' => '=',
'VALUE' => $group_name );
$groups->First->Id;
}
Content: Someone has created a ticket. you should review and approve
it, so work can begin.
ENDOFCONTENT
</template>
Now I get the emails that looks like this:
Mon Jun 01 16:51:24 2009: Request 35 was acted upon.
Transaction: Ticket created by RT_System
Queue: ___Approvals
Subject: Approval for Testing Approvials again
Owner: Nobody
Requestors:
Status: new
Ticket <URL:
http://rt.logicalsi.com/rt/Ticket/Display.html?id=35 >
Someone has created a ticket. you should review and approve
it, so work can begin.
I realize the "new" emails I'm getting are from my template in the
General queue and I could just copy the template from the ___Approvals
queue over and add the AdminCC part. But I'm curious as to why adding
the AdminCC part to my template completely changed the systems
operation.
Thanks,
Jeremy
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