On Tue, Oct 30, 2012 at 04:00:18PM -0500, Aaron Zuercher wrote: > Hi all, > My school district has been using RT for IT for many years with great > success. We are looking > to expand the use and add approvals. I have setup a basic approval queue > and am testing that > but I'm not sure how to expand it to cover multiple buildings. > > Here's the use scenario: We what principals of each building (7 total) to > be able to approve > tickets from the staff of just their building. I have setup a custom field > in the tickets > where they requester can select the building they are in. Is there a way > to script the > approval so that if custom field = building 1 then approval goes to > principal 1, etc? Or do I > need to setup separate queues for each building? > > I'm confused about what is the best approach to this problem. Any advice > is appreciated!
I assume you're using RT's built in ___Approvals queue and workflow.
If so, just set the Owner based on the Building selection. You can do
that from the CreateTickets action with something like
Owner: {
if ( $Tickets{TOP}->FirstCustomField('Building') eq 'Building 1' ) {
go look up the principal and return it
} etc etc etc
}
Then just make sure that Owner has ShowTicket and it'll limit to the
people who actually own the ticket.
-kevin
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