I queried the rt3 MySQL database to see what I could see vis-a-vis the approval
process. In points 1, 2, 3, and 4, I'm building a case to prove I'm not crazy.
If you can explain the results of Quick search in #5, I would be highly
appreciative!
1. SELECT * FROM `rt3`.`Queues` where Name = 'ChangeApproval'
1 row fetched: 22, 'ChangeApproval', 'Queue to hold templates for Change Mgmt
approval', '', '', 0, 0, 0, 28, '2007-01-04 19:42:12', 28, '2007-01-04
19:42:12', 0
2. SELECT * FROM `rt3`.`Tickets` where Queue = '22'
19 rows fetched. Here are some columns of data. Sorry I can't show all.
id EffectiveId Status
1157 1157 new
2849 2849 new
7458 7458 new
7461 7461 new
7464 7464 new
7466 7466 new
820 820 resolved
822 822 resolved
824 824 resolved
2657 2657 resolved
2851 2851 resolved
2876 2876 resolved
2878 2878 resolved
2880 2880 resolved
2882 2882 resolved
2884 2884 resolved
2886 2886 resolved
2888 2888 resolved
2917 2917 resolved
3. Now, note the headers below for ticket #7461, which confirms Queue =
ChangeApproval.
Wed Jul 28 13:59:08 2010: Request 7461 was acted upon.
Transaction: Ticket created by RT_System
Queue: ChangeApproval
Subject: Approve Change Request for another test
Owner: Nobody
Requestors:
Status: new
Ticket <URL: http://tracker.stonebridgebank.com/rt/Ticket/Display.html?id=7461 >
Someone has created a Change Request. Please review.
4. SELECT * FROM `rt3`.`Tickets` where id = '7461'
id EffectiveId Queue Type
7461 7461 22 approval
5. From my RT at a Glance page, when I click on the quick search for
ChangeApproval queue - returns 0 hits.
http://tracker.stonebridgebank.com/rt/Search/Results.html?Query=Queue =
'ChangeApproval' AND (Status = 'new' OR Status = 'open' OR Status = 'stalled')
Why don't any of the approvals with status=new show in the results screen? Any
ideas what is going on here?
Mike
>>> "Michael James" <[email protected]> 7/28/2010 4:57 PM >>>
It worked on 3.4.6, which is the version we were using before 3.8.8.
>>> "Foggi, Nicola" <[email protected]> 7/28/2010 4:48 PM >>>
I was never able to get a queue working with approvals other than the default
__Approvals queue, if you use that does it work?
Nicola
-----Original Message-----
From: [email protected] on behalf of Michael James
Sent: Wed 7/28/2010 3:38 PM
To: RT Users <[email protected]
Subject: [rt-users] Approvals not working
Hi, I used example code on the wiki to create a PO-Request type approval in
RT3.8.8 http://wiki.bestpractical.com/view/ApprovalCreation The process creates
new ticket(s) but isn't quite right yet.
I created 2 queues: ChangeRequest and ChangeApproval and both are enabled.
ChangeRequest queue has 1 scrip:
On Create, Create Tickets with template CreateApproval, stage
TransactionCreate. with no User defined conditions.
The CreateApproval template is pretty much cut-n-paste from the wiki:
===Create-Ticket: poreq
Subject: Approve Change Request for {$Tickets{'TOP'}->Subject}
Depended-On-By: TOP
Queue: ChangeApproval
Type: approval
Owner: username-of-owner #note this is so that notifications work properly
Content: Someone has created a Change Request. Please review.
ENDOFCONTENT
For the ChangeApproval queue, I copied/pasted all of the scrips and templates
from the default __Approvals queue.
When I create a new ticket in the ChangeRequest queue, a 2nd ticket is created
and notifications are sent to the watchers that a new ticket is awaiting
approval. However, the approvals don't show up in My Approvals. Nor do they
show up in the ChangeApproval queue when I search for them. The
tickets/approvals exist, I can see them in the Tickets table with type=approval.
I can't sort out what I've done wrong. Any ideas?
Mike
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