Thanks, Kevin. Okay, I now see that approval != ticket and that's why the quick search wouldn't work. Still can't see the approvals on the Approval page, however. I will enable __Approvals and see about getting things to work from there.
Mike >>> Kevin Falcone <[email protected]> 7/30/2010 12:48 PM >>> 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 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
