Good morning, I have set up RT 4.10 on a system & would like to move our Change Management & System Access Requests to it. I am working off of this:
http://bestpractical.com/rt/docs/4.0/customizing/approvals.html I have set this up, but want to ask some questions as I don't want to get too deep then find out that I cannot do what I need to do. I have the following criteria: - Define the criticality (i.e. Minor, Low, Medium, High, Critical) - Different Approval Groups (Infrastructure, Systems, Dev, Security, etc) - Tie an approval chain to the various groups. (i.e. Infrastructure would require sign off by an Infrastructure team member, Infrastructure Manager, Security, but if it was high or critical, it would also require the VP of I.T.) - Have groups within the approval chain (i.e. Security Group - any one of the people can approve for Security representative). - Capture who signed with date and time. - Definable workflow - First it goes to Team Member & Manager, after approval it goes to Security, finally after approve by Security it goes to VP. of I.T. - this is not as critical if everyone gets it at the same time (but if its approved by everyone except security, then everyone would need to know that it was rejected including the people who have already approved it). Is this possible to do with RT? Thanks! and sorry for getting long winded a bit, I need to implement something like this in a hurry and I am really hoping RT can do the trick for me. -- Kevin Holleran Master of Science, Computer Information Systems Grand Valley State University Master of Business Administration Western Michigan University SANS GCFA, SANS GCFE, CCNA, ISA, MCSA, MCDST, MCP "Do today what others won't, do tomorrow what others can't" - SEALFit "We are what we repeatedly do. Excellence, then, is not an act, but a habit." - Aristotle
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