On 02/14/2013 07:55 AM, Kevin Holleran wrote: > Good morning, > > I am very new to RT and just getting my feet wet. > > Is it possible to define workflows where a ticket is assigned to > someone, then once they perform an action, have it automatically > assigned to someone else? > > So a ticket comes in for access to system A, it is assigned to the > business unit manager, once they perform an action "close" or whatever, > then it is assigned to the security, then finally the server team to > grant access. Essentially I am trying to create an documented process > for an approval chain. > > Is something like this possible or am I better off going a different route?
Completely possible. The standard way to model an approvals chain is using RT's approvals system (which relies on scrips). You create a set of tickets for each approval necessary, and chain them appropriately, and the ticket requesting access is rejected if anyone rejects or opened if everyone approves. Here's a place to start: http://bestpractical.com/rt/docs/4.0/customizing/approvals.html -- RT training in Amsterdam, March 20-21: http://bestpractical.com/services/training.html Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
