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KACE Product Support Question


How do you Re-send for re-approval a ticket when it has been rejected?

08/06/2018 236 views
In creating a new Task ticket for Employee transfers, I have added HR as approvels on the ticket so that folks don't make up crazy new job titles.  They can either accept or reject the ticket.  If they reject it they have a way of adding a comment in that tells the submitter why.  What I want to be able to do it for the submitter to correct what they did wrong and it go back from approval again, eliminating the need for them to put in yet another ticket.  Is this possible?  I am searched this site and Google for how this ticket works and can find nothing.  I hope this make sense.
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Comments

  • Are you looking to notify the ticket's approver that the submitter has made a change?
  • I'm pretty sure you could use ticket rules for this. The criteria would be something like "if a ticket is rejected and it has a title like 'HR Task...' then assign it back to the previous user". It's possible you could build the rule in the wizard, otherwise you'll need to write SQL select and update queries.

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