I thought about that... My problem is that I already require management approval to open a ticket, so managers and users are used to the approval queue.
What I really need is to remove "resolve" from non-management users, and replace it with "review".... If only I knew perl... :-( --Yan On Tue, March 8, 2011 3:55 pm, Matt Stosic wrote: > Hi Yan, > > The way we did this was to create a custom field for all tickets. It's > called "Ready for Closure" and it has two options, "Yes" or "No". > > Instead of marking the ticket as resolved, the user marks it as "Ready for > Closure". > > The manager has a view which shows unresolved tickets that are ready for > closure, and the manager then resolves those tickets if they are happy > with them / approve them. > > I hope this helps. > > Matt Stosic > > On 09/03/2011, at 10:36 AM, Yan Seiner wrote: > >> I need to set up a system where a manager has to approve has to approve >> a >> ticket before it's closed. >> >> I've tried the ___Aprovals queue; what happens is: >> >> User marks Ticket as resolved >> >> Approval goes into the queue >> >> Ticket shows up as resolved >> >> Manager approves the ticket >> >> RT changes the ticket from 'resolved' to 'open' >> >> Not the right thing at all. >> >> Somehow I have to trap the "resolved" action before it gets acted on so >> a >> manager has to approve it. >> >> Any way to do that? >> >> >> -- >> If you have eight hours to chop down a tree >> spend six sharpening your axe. >> --Abraham Lincoln >> > > > !DSPAM:4d76c1fc310301804284693! > > -- If you have eight hours to chop down a tree spend six sharpening your axe. --Abraham Lincoln