[rt-users] Approval RT 3.8.2 system approver not specified
I'm currently testing the approval system in RT 3.8.2 In the Gerneral queue I've created a template that creates a ticket of type approval in the ___approval queue. This is working properly and I can see the ticket in the approval list and can approve/reject it. When I approve the approval ticket it is resolved and the other ticket is updated with the information that the ticket is approved. However the owner in the approval ticket remains nobody and the template inserting the correspondence is also saying that Nobody has approved the ticket (what looks silly in my opinion). The template that is being used for inserting the correspondence should be: --- Subject: Ticket Approved: {$Ticket->Subject} Greetings, Your ticket has been approved by { eval { $Approval->OwnerObj->Name } }. Its Owner may now start to act on it. Approver's notes: { $Notes } --- I have a global scrip that set the owner when a ticket is resolved that currently unowned. This scrip however is running after inserting the above template correspondence (I also disabled it to test the current default approval behaviour). Is this a forgotten step in the approval system, not setting the owner for the approval ticket? Is it also not better to grab the actor's name doing the approval instead of depending on the actual owner of the approval ticket? Can someone verify this behaviour? I could be missing a step or doing something wrong. Thank you, Ton ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Approval RT 3.8.2 system approver not specified
Hi Ton, > correspondence is also saying that Nobody has approved the > ticket (what looks silly in my opinion). you should in fact set the owner of the approval ticket in your template, so the owner is notified of the approval and can perform the approval action. > I have a global scrip that set the owner when a ticket is > resolved that currently unowned. This scrip however is running > after inserting the above template correspondence (I also > disabled it to test the current default approval behaviour). Is > this a forgotten step in the approval system, not setting the > owner for the approval ticket? Is it also not better to grab > the actor’s name doing the approval instead of depending on the > actual owner of the approval ticket? I think the system is designed to have the owner of approval predetermined. if you want to allow a group of people to approve the ticket, you can create multiple tickets in the CreateTicket template for each of the potential approvers. Cheers, CLK ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com