On Mon, Dec 12, 2011 at 06:58:38PM +0100, Daniel Garcia Mejia wrote: > Then you can define the following workflow? > > 1.-Create a ticket in a queue. > 2.-Automatically pass this ticket to queue '__Approvals' that it is > necessary to approve some > users. > 3.-When the ticket is approved by the some users, that the ticket go to > another queue > differently. > > Is it possible?
The ticket doesn't move into ___Approvals. You use a CreateTickets Action to create a second linked ticket in ___Approvals. You then have a Scrip that runs on the original ticket to move it to another queue once it's been approved. RT's approvals process uses at least 2 tickets, one in the original queue and one of type approval in the ___Approvals queue. -kevin > On 12/12/11 18:10, Daniel Garcia Mejia wrote: > > Hi, > > I have a question about creating approvals in RT. I don't understand > how it works > Approvals. Is to define a template 'Queue: ___Approvals' in a queue > where we want to > implement the Approval? > Conceptually, 'Approval' is a separate queue where we send tickets that > must be approved > prior to solving them? What is the difference then with the concept of > parent-child ticket? > (because I can not see the difference between Approval and parent-child > ticket) > > Thanks!!
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