So during a window of an hour when we where restructuring the queues people could create tickets in to better fit our work-flow, a handful of tickets where create without the approval ticket. In my infinite wisdom, which apparent is this |..| much, I had the bright idea of just going into the PostgreSQL database and creating the needed ticket and links records. WRONG!!
Two hours later I finally have my mess cleaned up. There for awhile I couldn't even create addition scrips. So let me tell you the better way of fixing this. 1) Re-enable the ___Approvals queue, if you have installed RT 3.8.4 and disabled the queue. It doesn't need to be this queue, just one tickets won't normally be moved into. 2) Create a 'On Queue Change' scrip that matches your 'On Create' create approval scrip in the ___Approvals queue. 3) One at a time, take the tickets missing the approval dependency and move them into the ___Approvals queue. This *correctly* create the approvals ticket. 4) Be sure to move the tickets back to their original queue, and restore their owner if there was one. I also suggest adding a comment regarding why you took someone ticket and moved it all over the place, this keeps the change control auditors happier. I thought about going in and removing the attachment records for those changes; but then I reminded myself that playing in the database got me in this mess in the first place. Moral of this story, don't be like Jeremy. I sure hope this helps someone else from being a dumbass, Jeremy _______________________________________________ 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
