I have created a new hire process which is all working great but we also want to put in a purchase approval child ticket, around stage 2 or 3 for approval of either software or hardware that needs to be bought. This can then be approved or rejected by an approval owner (which I have assigned using a LDAP label already).
The tricky part that I can't work it out is - if purchase approval ticket is approved it then closes the approval ticket and creates another ticket to proceed with purchase of said item and also carrys on with the rest of the new hire process. Also if approval ticket is rejected it too closes the approval ticket and does not create another ticket to proceed with purchase but does continue the rest of the new hire process.

I hope this makes sense and hopefully someone has got something like this already in place or if needs be get help from those super clever KACE admin.
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If I understood correct, then there isn't anything in place that will keep the next ticket from being created in the stage. What you would have to do is create a Ticket Rule that would close all the tickets after the approval reject with a comment or something indicating the request for approval was rejected. It might be good to submit it as a feature request that lets the manager closed the next tickets if they chose to reject the approval. The function is already there with closing child tickets if the parent is closed, they might be able to copy/paste some code to make that happen.
Answered 12/16/2011 by: nshah
Red Belt

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I would allow the tickets to be created as that is what the process is going to do -- including the ticket that proceeds with the purchase.
I would also have a rule that would close the "purchasing" child with a note saying why it was closed -- perhaps a status specifically for the approval failed like "Approval Failed - closing".

You could actually delete that unwanted child ticket with a rule, but I stay away from those cuz then you have to know all the vestiges to delete.
Answered 12/16/2011 by: GillySpy
Seventh Degree Black Belt

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