/build/static/layout/Breadcrumb_cap_w.png

Change Status from Rejected to Proposed and run Custom Rules

We are working on Change Management in the KACE Service Desk - I have rules set so that if it is a particular category, impact and risk the system will set the correct approver and then notify them so they can approve it.  What I need to do now is if a ticket is rejected and then changed back to proposed re-run the rules that are in place.  problem is that I do not have the status field in any of the queries, because I did not need it (I thought)

What I have the rule doing is if the approver rejects the change request the status is changed to Rejected and a notification goes out to the submitter and owner.

How can I write a query that says if a ticket status is changed from 'Rejected' back to 'Proposed' run the rules that set the approvals.

Do I have to incorporate the status filed in all of the rules that I have already created? So that if the ticket is Category/Priority/Impact/Status and it is changed back to Proposed it will execute the query?


1 Comment   [ + ] Show comment
  • Would love to know about this as well! - casnider 5 years ago

Answers (0)

Be the first to answer this question

 
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