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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.
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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
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