I can not seem to find any information on this and my ability to write custom SQL rules is lacking. What I would like is to have a custom rule that will automatically set the ticket Submitter as the Approver. The logic here being that once a technician feels the issue is resolved, the submitter can then verify this by approving the solution. Any help that can be offered would be greatly appreciated.

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This shouldn't be too hard to do from the SQL point of view. You could get the rule started by using the rules wizard and search for tickets where submitter doesn't equal the approver. The SQL code for the update would be the following:

 update HD_TICKET
        (HD_TICKET.ID in (<TICKET_IDS>))

Keep in mind that this would set every ticket's approver to the submitter. You might want to refine the rule to select the tickets where this is run a little, depending on your requirements.

Answered 09/17/2012 by: chucksteel
Red Belt

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