Scripting Question

Service Desk - Email to Approvers

06/17/2015 624 views


Has or is there a way to amend the ticket details that go to an approver?

The ticket that is sent by default is very generic and the body of the email contains no details or options on what the approver needs to do.

The subject in the email states "UPDATED"...but this looks like any normal ticket email that the user may have logged.

I've had to go down to each approver and get them to click on the hyperlink and walk them through the approve/reject process.

2 Comments   [ + ] Show comments


  • Actually, I can just turn off the default approval email and create a manual email
  • You can and if you still need a list of approvers within your ticket for someone to select, then you can create a single select with a query that adds names of people added to a label. If you use their email address in the dropdown you then also have the email address to use as a variable within the ticket rule that sends the email.

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