Systems Management Question

Can the submitter's assigned approver automatically be selected in all new tickets?

09/10/2018 287 views
I would like every ticket created to automatically fill in the approver with the manager that has been assigned to the submitter.  I don't care what the category is, I would like the field to automatically be filled for every ticket.  My current version is 8.1.108.
0 Comments   [ + ] Show comments


All Answers

This is achievable using a ticket rule. It won't populate the approver in real time, but you can create a rule that will set it when the ticket is saved. One decision that you need to make is whether 
Option A. You want to always set an approver, regardless of whether or not a value is there, or 
Option B. if you only want to set an approver if the person creating the ticket doesn't set one.

Option B allows for exceptions (e.g. your manager is on vacation, so you set the approver to another designated person).

Answered 09/11/2018 by: chucksteel
Red Belt

Don't be a Stranger!

Sign up today to participate, stay informed, earn points and establish a reputation for yourself!

Sign up! or login


This website uses cookies. By continuing to use this site and/or clicking the "Accept" button you are providing consent Quest Software and its affiliates do NOT sell the Personal Data you provide to us either when you register on our websites or when you do business with us. For more information about our Privacy Policy and our data protection efforts, please visit GDPR-HQ