Dear,

What I would like to setup is a ticket category called purchase (purchase::laptop,...). When a ticket gets created in this category, the status automaticaly becomes "Waiting on approval" and a mail is sent to the manager of the submitter (everyones manager is assigned to their AD user). Only on approval of this manager, the ticket gets the status "new" (and ideally a mail is sent to the ict manager). All tips are more than appreciated.

 

Thanks in advance

De Bie Jimmy

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There would be a few rules involved for this as well as some labels required. Some preliminary questions:

Does KACE pull in a user's manager during the LDAP import? If you're pulling their manager into one of the four custom fields then you'll be able to access that information, if not then KACE won't know who to send the email to.

Are all of the managers in a label? They'll need to be in a label that is setup as Approvers on the queue.

 

Answered 03/22/2013 by: chucksteel
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I have something similar setup in a different queue so everything is separate and more easily tracked.  Here's my config and notes in case it might help.

http://www.itninja.com/blog/view/k1000-service-desk-equipment-request-queue-config-custom-ticket-rules

John

Answered 03/22/2013 by: jverbosk
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