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KACE Product Support Question


How to set up an approver (manager) to receive an approval email before a user opens a ticket

09/17/2019 229 views

Guys, how are you? Has anyone made this setting on the k1000?

Set up an approver (manager) to receive an email in advance Before a user opens a ticket.
Thank you in advance for your help




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Comments

  • How will you know that the user wants to create a ticket?
  • 1- I created a specific category (System Improvement).
    2- I put as managers group approvers.
    3- In the Ticket Layout I put the approver field as mandatory.
    However if I try to open a ticket and have it approved before the ticket is opened it does not save the ticket. I need to automate so that an email is sent to the manager and he approves what was requested in the ticket by his subordinates, before saving the ticket in queue at the analyst.
  • What state is the ticket in when created? In the options for approval there should be approval required before ticket is "Opened" or "Closed". I believe this is based on the ticket state, which is tied to a status. Each status has a state of either stalled, open or closed. Typically, "New" is stalled. Can you create a ticket and leave it in a stalled status?
  • If you leave it configured that there must be approval before the ticket is "Opened" Kace will not save the ticket. I can even customize the status to paused, when opened the ticket, but would not have been functional, would have to let the ticket open without having an approver
  • Wait, I'm not sure if your issue is that users can't save the ticket until they have selected an approver, or if you want the approver to approve the ticket before it is opened.
  • I set the category based as directed, by status, but in the "Approval Required Before: Open or Close" field after I select an approver, I want to force this field to always be on Open and couldn't find this setting. Do you know where I can make this adjustment?
  • Gotcha. No, I don't believe you can change that default value. You can change it using a custom ticket rule once the ticket is saved. I would have the rule set to change the status to "Pending Approval" or something similar at the same time.
  • This setting of "Pending Approval" in Status has already been defaulted to the layout of this category and I created a rule that after approved the ticket it changes the status to open in the analyst queue. but I stopped in this field of "Approval Needed Before: Open or Close." Because my intention is that it is approved before the analyst works on this ticket.

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