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KACE Product Support Question


Populate Service Desk "Approver" from email reply.

04/09/2015 1444 views
We are setting up/refining our Service Desk queue we use for Purchase Orders. One of the big hurdles is the approvers want it to be 100% hands off. So getting them to set "who" the approver is won't happen.

So I am tasked with automating this based on an email reply.

So here is what happens. We have a group of five approvers in the company. I setup a mailto email footer that allows them to click and populate an email @status = Approved or Rejected. Once that happens it closes the ticket with the correct status. Now, I would like when the ticket is closed, whomever said "Approved" or "Rejected" would be set at the approver field.

How can I accomplish this via a SQL script?

Thanks!
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You should be able to create a rule that detects for approval change. When the approval is changed update the ticket so that the user ID making the change is set to the approver ID. Do you have experience with MySQL?

Answered 04/10/2015 by: chucksteel
Red Belt

  • My knowledge of MySQL is very limited, but I have been doing some reading on it.

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