Best Practices

We have managed this for some customers, the challenge is very much access to the SMA, as when it comes to approvers the last thing you really want to do is to add loads of names to the ticket owners label, just so they can edit the ticket and provide an update.

Two thoughts on this, one you could create a ticket rule that runs at the point of approval and adds the selected approver to the Ticket owners label, so they can then edit and approve, once that is done, run another ticket rule to remove them from the label.

The second way we have used is to store the ID of the submitter at the logging of the ticket, also running a ticket rule to append the Submitter name to the ticket title. When you are at the stage where the approver is selected, use a ticket rule to swap out the submitter ID for the approver ID, thereby making the approver the submitter and able to edit the ticket. Once the ticket is approved you then copy back in the stored submitter ID as the submitter and continue the ticket process.

Whet really needs to happen is (Quest engineering need to start listening) and they provide an approval group, but so that approvers can approve when a specific Status is selected, i.e. Pending Approval because having an Approval at the just the Start or the end of a process is about as useful and functional as a "Chocolate Fireguard!!"

Feel free to contact me for more information

"What really needs to happen is (Quest engineering need to start listening)" <-that would be nice!!!

So i Like the idea of the ticket rule, that adds the approver to the ticket owners label, that ticket rule setup is not easy to use though, and im not seeing options of ticket owners, any additional info you could provide would be very much appreciated.  Thanks 

Adding the ticket approver to the label is "in theory" possible, but we have not yet done it, or attempted it yet. So a bit of info that may help you, 

I would suggest if you have a custom field to select the approver, and that field is a "User" type, then the ID of the approver will be stored in the field i.e. HD_TICKET.CUSTOM_FIELD_VALUE1

Then for a user to be added to the label, you need the label ID. 

Again I would suggest you create a manual label, something like u_Ticket_Approvers, imaginative I know right?

In the SMA go to Label Management>Labels and hover over your new label, the ID will appear in the bottom left of the screen.

You will have the User ID of the approver, so to add a user to a label at a database level, you need to insert a row into the table USER_LABEL_JT

Where USER_LABEL_JT.USER_ID needs to have the approver ID and USER_LABEL_JT.LABEL_ID needs to have Label ID

Good luck

BEST Popeye the sailor man impression: "well, blow me down!!"  one day my boss is going to buy a system I don't have to break, just to get to work!! lol 

Serious note though, really appreciate the time you took to try to help. not sure if I quite grasped the complexity of the situation I was about to unravel.  At least now I kind of have some thought into the direction I should take. May have to just pray that QUEST hears our prayers lol.

Thank again 

Progress: I have a  created a process were the user initiates purchase order with the ticket.

After the process is initiated there are three different approval steps required. 

Approval Step 1: submitters's manager 

Approval Step 2. Fiscal department head, agency Director, and Purchasing Agent.

Approval Step 3. Worker who completes orders, also Owner of purchasing order queue. * Made third step so purchasing depart can add date ordered and date received information, after all approvals are done and  purchase is made and products delivered. Also gives purchasing department ability to add info to ticket before being approved, like price and quotes. Without third step.... ticket would close after approval step 2. 

Seems to be working in testing still waiting for higher ups to review and approve. May have an issue that it wont contain physical signatures but hoping electronics kace approval will suffice.