Re: [rt-users] Approvals not working - and why won't Quick Search work?
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.
Mike
Michael James mja...@stonebridgebank.com 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
11571157new
28492849new
74587458new
74617461new
74647464new
74667466new
820 820 resolved
822 822 resolved
824 824 resolved
26572657resolved
28512851resolved
28762876resolved
28782878resolved
28802880resolved
28822882resolved
28842884resolved
28862886resolved
28882888resolved
29172917resolved
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
7461746122 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 mja...@stonebridgebank.com 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 nfo...@depaul.edu 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: rt-users-boun...@lists.bestpractical.com on behalf of Michael James
Sent: Wed 7/28/2010 3:38 PM
To: RT Users rt-users@lists.bestpractical.com
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
Re: [rt-users] Approvals not working - and why won't Quick Search work?
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 mja...@stonebridgebank.com 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.
idEffectiveId Status
1157 1157new
2849 2849new
7458 7458new
7461 7461new
7464 7464new
7466 7466new
820 820 resolved
822 822 resolved
824 824 resolved
2657 2657resolved
2851 2851resolved
2876 2876resolved
2878 2878resolved
2880 2880resolved
2882 2882resolved
2884 2884resolved
2886 2886resolved
2888 2888resolved
2917 2917resolved
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'
idEffectiveId Queue Type
7461 746122 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 mja...@stonebridgebank.com 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 nfo...@depaul.edu 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: rt-users-boun...@lists.bestpractical.com on behalf of Michael James
Sent: Wed 7/28/2010 3:38 PM
To: RT Users rt-users@lists.bestpractical.com
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
Re: [rt-users] Approvals not working - and why won't Quick Search work?
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 falc...@bestpractical.com 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 mja...@stonebridgebank.com 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.
idEffectiveId Status
1157 1157new
2849 2849new
7458 7458new
7461 7461new
7464 7464new
7466 7466new
820 820 resolved
822 822 resolved
824 824 resolved
2657 2657resolved
2851 2851resolved
2876 2876resolved
2878 2878resolved
2880 2880resolved
2882 2882resolved
2884 2884resolved
2886 2886resolved
2888 2888resolved
2917 2917resolved
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'
idEffectiveId Queue Type
7461 746122 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 mja...@stonebridgebank.com 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 nfo...@depaul.edu 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: rt-users-boun...@lists.bestpractical.com on behalf of Michael James
Sent: Wed 7/28/2010 3:38 PM
To: RT Users rt-users@lists.bestpractical.com
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
Re: [rt-users] Approvals not working
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
11571157new
28492849new
74587458new
74617461new
74647464new
74667466new
820 820 resolved
822 822 resolved
824 824 resolved
26572657resolved
28512851resolved
28762876resolved
28782878resolved
28802880resolved
28822882resolved
28842884resolved
28862886resolved
28882888resolved
29172917resolved
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
7461746122 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 mja...@stonebridgebank.com 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 nfo...@depaul.edu 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: rt-users-boun...@lists.bestpractical.com on behalf of Michael James
Sent: Wed 7/28/2010 3:38 PM
To: RT Users rt-users@lists.bestpractical.com
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
Re: [rt-users] Approvals not working
i spent a good few weeks playing with it before, and i just resorted to using
the __Approvals queue... but i remember seeing inconsistencies in some of the
docs about how to setup approvals under older version and what i was seeing in
3.8... if i remember correctly, some of the approval stuff was done via scrips
before, those are now no longer there and are handled within the DB/APP, but
not just a simple scrip anymore...
Nicola
-Original Message-
From: rt-users-boun...@lists.bestpractical.com on behalf of Michael James
Sent: Thu 7/29/2010 3:43 PM
To: RT Users
Subject: Re: [rt-users] Approvals not working
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
11571157new
28492849new
74587458new
74617461new
74647464new
74667466new
820 820 resolved
822 822 resolved
824 824 resolved
26572657resolved
28512851resolved
28762876resolved
28782878resolved
28802880resolved
28822882resolved
28842884resolved
28862886resolved
28882888resolved
29172917resolved
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
7461746122 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 mja...@stonebridgebank.com 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 nfo...@depaul.edu 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: rt-users-boun...@lists.bestpractical.com on behalf of Michael James
Sent: Wed 7/28/2010 3:38 PM
To: RT Users rt-users@lists.bestpractical.com
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 {$Tickets{'TOP'}-Subject}
Depended-On-By: TOP
Queue: ChangeApproval
Type: approval
Owner: username-of-owner #note this is so that notifications work properly
Content: Someone has created a Change Request. Please review.
ENDOFCONTENT
For the ChangeApproval queue, I copied/pasted all of the scrips and templates
from the default __Approvals queue.
When I create a new ticket in the ChangeRequest queue, a 2nd ticket is created
and notifications are sent to the watchers that a new ticket is awaiting
approval. However, the approvals don't show up in My Approvals. Nor do they
show up in the ChangeApproval queue when I search for them. The
tickets/approvals exist, I can see them in the Tickets table with type=approval.
I can't sort out what I've done wrong. Any ideas?
Mike
The information in this message may be proprietary and/or confidential, and
protected from disclosure. If the reader of this message is not the intended
recipient, or an employee or agent responsible for delivering this message to
the intended recipient, you are hereby
[rt-users] Approvals not working
Hi, I used example code on the wiki to create a PO-Request type approval in
RT3.8.8 http://wiki.bestpractical.com/view/ApprovalCreation The process creates
new ticket(s) but isn't quite right yet.
I created 2 queues: ChangeRequest and ChangeApproval and both are enabled.
ChangeRequest queue has 1 scrip:
On Create, Create Tickets with template CreateApproval, stage
TransactionCreate. with no User defined conditions.
The CreateApproval template is pretty much cut-n-paste from the wiki:
===Create-Ticket: poreq
Subject: Approve Change Request for {$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
Re: [rt-users] Approvals not working
It worked on 3.4.6, which is the version we were using before 3.8.8.
Foggi, Nicola nfo...@depaul.edu 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: rt-users-boun...@lists.bestpractical.com on behalf of Michael James
Sent: Wed 7/28/2010 3:38 PM
To: RT Users rt-users@lists.bestpractical.com
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
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Re: [rt-users] Approvals not working
Here's what I see. A new approval ticket does get created and here's the email
notification. The Queue is ChangeApproval, BUT when I search the ChangeApproval
queue there are no new tickets in there!?
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.
Mike
Michael James mja...@stonebridgebank.com 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 nfo...@depaul.edu 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: rt-users-boun...@lists.bestpractical.com on behalf of Michael James
Sent: Wed 7/28/2010 3:38 PM
To: RT Users rt-users@lists.bestpractical.com
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
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