Dear All; We are using RT 3.8.4 for a couple of years and now we are trying to implement and operate an Approval Mechanism for our queues. Unfortunately I could not find a step-by-step guide or a complete tutorial for this purpose and I tried to follow what I have found on wikia and the forums and set it up according to those. However I could not succeed and then I decided to write to this post and hope someone helps.
First I enabled the __Approvals queue and set up a scrip as follows: Condition> OnCreate Action> Create Tickets Template > Global Template Empty Stage > Transaction Create Custom Condition > ===Create-Ticket: manager-approval Subject: Approval of { $Tickets{' TOP' }->Subject( ) } Queue: ___Approvals Type: approval Owner: my company email address Content: Please review and approve this request. Depended-On-By: TOP ENDOFCONTENT And then I created the "Managers" group under configuration and added myself and my group manager to the watchers of that group. First question is that how can I force tickets in one of my queues to be approved by me or my group manager? When I move them to the __Approval queue manually, nothing happens? If one ticket would move to the __Approval queue, normally would not I or my group manager be notified by mail? Do I have to set up a scrip separately for this mailing purpose? How can I build an Approval mechanism? Could someone please help me?