11/12/2009 3619 views
I'm looking for a method, perhaps a custom ticket rule, that will update the ticket status from New "Stalled" to Approved "Open" if a ticket is Approved by the approver. Similarly, if the ticket is "Rejected" by the approver to change its status to something else.

When building the custom rules, the Approval status doesn't appear as one of the conditions which can be selected.

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You would have to use ticket rules to do this.

It's simplest to think about this as two separate rules:
1. One that will detect the change in approval from "X" to "Approved"
2. Another that will detect the change in approval from "Y" to "rejected"

Often overlooked is the question 'What is "X"? '. Some will assume that it is from "anything except approved", others will assume that it is only from "empty". What is X and Y to you?

Assuming it's anything....
frequency of rule must be On ticket save. we only care about tickets that are changing approval.
Select Query will check the conditions above
update query will modify the value.

I have posted the solution as faq#963: http://www.kace.com/support/customer/faq/index.php?action=artikel&cat=8&id=963&artlang=en

P.S. This was covered at the user konference boot kamp with an approval process example in detail. Maybe some boot kampers will comment.
Answered 11/17/2009 by: GillySpy
7th Degree Black Belt

  • The article's link is dead. Do you happen to know where your article went? Or do you have any updates to how this would be executed? Thanks!
Thanks Gerald! That is wonderful... only a couple days late for me though.

We came up with a solution... I can not post the query's we used as this is part of a contract gig I am working on and our work is owned by the client, however - to explain what we did:

We needed a simple solution that the client's staff could understand after we left, so rather than use a complex MySQL query - we created two seperate rules to accomodate the Approval status changes - and we're looking at a third seperate rule.

We altered the default ticket status for the Infrastructure Approval queue
- Waiting for Review (default for new ticket)
- Approved
- Rejected
- Needs more information
- Completion Review
- Work Complete

And the rules:

Rule 1: If approval changes to approved, update status to Approved
Rule 2: If approval changes to Rejected, update status to Rejected
Rule 3: etc.
Rule 4: etc

This could have all been handled by a single rule, we are aware of that - however, to keep the MySQL queries as simple as possible - we will use seperate rules to handle each status change.

Though, it certainly would have been a lot simpler if the Approval field was avaialble in the dropdown of the Rule Creation Wizard.
Answered 11/17/2009 by: Landho
Senior Yellow Belt