On Fri, Jul 30, 2010 at 11:44:15AM -0400, Michael James wrote: > It still seems to me that a straightforward SQL search should work... no > matter how the ticket was created, although my goal is to get approvals > working. I will enable the default queue and work with that for now.
you really should try to work within __Approvals, especially if your Template is going to create Type => 'approval' Tickets have a different Type I suggest that in your select * from rt3.Tickets you also examine the Type column. Normal ticket searches in the RT web ui are never going to show non-ticket tickets -kevin > Mike > > >>> "Michael James" <[email protected]> 7/29/2010 4:43 PM >>> > 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 > > > > > The information in this message may be proprietary and/or confidential, and > protected from disclosure. If the reader of this message is not the intended > recipient, or an employee or agent responsible for delivering this message to > the intended recipient, you are hereby notified that any dissemination, > distribution or copying of this communication is strictly prohibited. If you > have received this communication in error, please notify Stonebridge Bank > immediately by replying to this message and deleting it from your computer. > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > The information in this message may be proprietary and/or confidential, and > protected from disclosure. If the reader of this message is not the intended > recipient, or an employee or agent responsible for delivering this message to > the intended recipient, you are hereby notified that any dissemination, > distribution or copying of this communication is strictly prohibited. If you > have received this communication in error, please notify Stonebridge Bank > immediately by replying to this message and deleting it from your computer. > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com
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Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
