I am hoping someone from RT can revisit this page because i found that these
http://www.bestpractical.com/docs/rt/4.2.0/customizing/approvals.html
instructions are not working AS IS if used on RT 4.2. What make the Approval
Template/scrips trigger expected behavior and Approval to begin appearing for
users was this:
1. very valuable note from this RT Wiki:
http://requesttracker.wikia.com/wiki/ApprovalCreation namely this:
There is an error in the documentation for RT3. This caused me a good bit of
trouble. The Depended-On-By line in the documentation example is incorrect. The
value on this line must be TOP (as shown here) and not
{$Tickets{'TOP'}-Id} as the docs show.
I find this amusing since the author of this page has researched that syntac of
the {TOP} has changed at least several time b/w RT releases and depending on
the version of the code could be either TOP (works in RT 4.2 but RT 4.2
Approval page used 'TOP', hence my troubles getting it to work) or 'TOP'.
2.I had to Enable the ___Approvals queue
3. Testing section of the above mentioned 4.2 customizing approvals
instructions says Select Tools - Approvals but in RT 4.2 it is Select Tools
- Approval
I hope this saves you some angst during implementation.
-Vitaly
On Wednesday, November 6, 2013 12:03 AM, vitalik1 vital...@yahoo.com wrote:
Hello Experts,
I am following these instructions
http://www.bestpractical.com/docs/rt/4.2.0/customizing/approvals.html to create
a simple Approval mechanism on an fresh install of RT 4.2/MySQL 5.1/RHEL 6
system.
As the Root user I created a Change requests queue.
In the queue I created a new type-Perl Template called Create approval with
the following code:
++
===Create-Ticket: Manager approval
Subject: Manager Approval for {$Tickets{TOP}-Id} - {$Tickets{TOP}-Subject}
Depended-On-By: TOP
Queue: ___Approvals
AdminCcGroup: vPEO
Requestors: {$Tickets{TOP}-RequestorAddresses}
Type: approval
Content-Type: text/plain
Due: {time + 3*24*60*60}
Content: Please approve me.
Thanks.
ENDOFCONTENT
++
Created a scrip Create an approval on ticket create Condition: On Create,
Action: Create Tickets, Template: create approval, Status: enabled.
I have left ___Approvals queue disabled.
I have added the following rights to the ___Approvals queue: Grant ShowTicket
and ModifyTicket rights to the Owner and AdminCc roles.
I did not add vPEO group as watchers of the ___Approvals queue explicitly.
Members of the vPEO group (including Root) can create tickets in the Change
requests queue, but as you can see below from the log no corresponding
Approvals get created and none of the vPEO members can see anything in the
Tools-Approval menu.
The information in /var/log/messages is below:
Nov 4 14:00:02 ddcdevsupport01 RT: [2954] Couldn't create related ticket
create-Manager approval for 20 No permission to create tickets in the queue
'___Approvals'
Nov 4 14:00:02 ddcdevsupport01 RT: [2954] Use of uninitialized value in
concatenation (.) or string at /opt/rt4/sbin/../lib/RT/Action/CreateTickets.pm
line 1151.
Nov 4 14:00:02 ddcdevsupport01 RT: [2954] Use of uninitialized value in
concatenation (.) or string at /opt/rt4/sbin/../lib/RT/URI/fsck_com_rt.pm line
95.
Nov 4 14:00:02 ddcdevsupport01 RT: [2954] Resolver RT::URI::fsck_com_rt could
not parse fsck.com-rt://ddcdevsupport01.xxx.yyy.emc.com/ticket/, maybe
Organization config was changed?
Nov 4 14:00:02 ddcdevsupport01 RT: [2954] Use of uninitialized value $id in
hash element at /opt/rt4/sbin/../lib/RT/Ticket.pm line 1944.
Nov 4 14:00:02 ddcdevsupport01 RT: [2954] Use of uninitialized value $value in
substitution (s///) at /opt/rt4/sbin/../lib/RT/Tickets.pm line 2698.
Nov 4 14:00:02 ddcdevsupport01 RT: [2954] Use of uninitialized value $value in
substitution (s///) at /opt/rt4/sbin/../lib/RT/Tickets.pm line 2698.
Nov 4 14:00:02 ddcdevsupport01 RT: [2954] Use of uninitialized value in
concatenation (.) or string at /opt/rt4/sbin/../lib/RT/Tickets.pm line 2731.
Nov 4 14:00:02 ddcdevsupport01 RT: [2954] Use of uninitialized value in
concatenation (.) or string at /opt/rt4/sbin/../lib/RT/Tickets.pm line 2731.
Nov 4 14:00:02 ddcdevsupport01 RT: [2954] Use of uninitialized value $id in
hash element at /opt/rt4/sbin/../lib/RT/Ticket.pm line 1957.
Nov 4 14:00:02 ddcdevsupport01 RT: [2954] Resolver RT::URI::fsck_com_rt could
not parse fsck.com-rt://ddcdevsupport01.xxx.yyy.emc.com/ticket/, maybe
Organization config was changed?
Nov 4 14:00:02 ddcdevsupport01 RT: [2954] RT::Link=HASH(0x7ff7917cad50)
Couldn't resolve target 'fsck.com-rt://ddcdevsupport01.xxx.yyy.emc.com/ticket/'
into a URI.
Nov 4 14:00:02 ddcdevsupport01 RT: [2954] Link could not be created: Couldn't
resolve target 'fsck.com-rt://ddcdevsupport01.xxx.yyy.emc.com/ticket/' into a
URI.
Nov 4 14:00:02 ddcdevsupport01 RT: [2954] AddLink thru
