Systems Management Question

Can a user generate a ticket for approval, and once it gets approved, then get transfered to the technician?

05/08/2015 2941 views
I would like to have a way for my users to fill out a ticket and once it gets approved, the ticket would then be sent to the technician covering that are. Here is my scenario...

My users have to get approval from a supervisor to have apps installed on their ipads.  The process seems a bit long to me.  Currently they must fill out a Google form for approval.  Once their supervisor gives their approval, they then take the information off the form and copy and paste it into our current(but being replaced by the K1000), technology request system.  I find this sort of insufficient.  I want one form for approval and then upon approval, that form will go to the technician in charge or pushing out the apps.  I've created a separate queue for just iPad apps. 

Some things that I have to figure out are:

We have 5 elementary schools, a middle school and a high school.
The elementary school's Principals give approval for any request from their building.
For any app request from the Middle or High School, the approval comes from the subject supervisor, ( Math, Science, Language Arts, etc).

The queue is set up to have building, grade level, subject, etc. All of these categories are required.  What I need to happen is:

The user chooses the Building (ELEMENTARY1), Grade(K, 1, 2, 3) and Subject (Math)------the approval would go to that building's Principal.
the other scenario.
The user chooses the Building (High School) Grade (9, 10, 11, 12) and Subject (Math)------the approval would go to the Math supervisor.
Of course we have a special ed Subject also who would have to give approval for any building in the district.

Once it gets approved, the ticket would go to the technician that pushes out the app.  

I looked at setting up a process that didn't seem to apply in this case.  I figured if this type of setup is possible, I'm going to have lots of ticket rules.

Is this type of scenario even possible?
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All Answers

If you have approval turned on within the queue, then the first step is fairly straight forward, the user raises the request and the approval email is sent to the approver for the queue who then authorises the ticket or request. At that stage if you can identify the change in the ticket to say that the ticket is approved you will be able to build a set of ticket rules that then assign the ticket to the technician for action.

You just need to build the ticket rule to identify the ticket is approved, and then also identify other information in the ticket that will result in a correct assignment, all of which you should be able to do vis the ticket rule wizard.
Answered 05/11/2015 by: Hobbsy
Red Belt

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