Servicedesk: Custom Ticket rules

Hi Community

I have a request to:

"Force the approval to change the status from X to Z", where X and Z is two different internal status texts.

Being just a plain user of the KACE ticketing system I have no clue how to achieve this, logically can be done with a custom ticket rule. But looking into it I do not see what the content of the Approval field is.

Inside the ticket I just see a field called Approver, being the person doing the approval, but not a state field if a ticket is approved or not, In the custom ticket rule wizard the only field available seem to be the approver field.

Best regards

Soren Udsen Nielsen

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Answers (2)

Answer Summary:
Posted by: Hobbsy 1 month ago
Red Belt

Top Answer


The approval functionality is and always has been weak in KACE. Mainly because KACE feel that the only points at which a ticket may require approval, during the ticket lifecycle, is

  a, Before it is actually logged

  b, before it is closed

Neither of these options work in the real world whereby you have a request log, you look for approval and if granted the ticket is then worked, but I am truly tired of screaming into the storm that is Quest product management to try and help ;o)

So you have two choices, one to use the KACE approval mechanism "out of the box" and go for the closed option, then running a ticket rule to reopen the ticket setting it to a meaningful status to continue working the ticket, or, set up an approval workflow outside of this built in functionality that will ultimately work better for your ticket flow.

We have done this any number of times for KACE customers, but first you will need to map your flow, so that from there you are able to decide what ticket data needs to change, at what point and what ticket rules will need creating to manage the flow and data within that flow. That's what I suggest as a KACE consultant.

So if you would like to have a chat about the what's, how's and other stuff, please get in touch and we can jump on a call.

Posted by: Sunny_Lux 1 month ago
White Belt


Thanks for the feedback. I think that what I want to achieve can be done with a simple SQL "Custom Ticket Rule", by changing the status from A to Z upon approval. My challenge is that I do not know how to create this SQL.

Best regards

Soren Udsen Nielsen

  • As I said above, if you need help, please just get in touch and we can setup a call - Hobbsy 1 month ago

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