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Systems Management Question


Working with approvers for tickets - approvers don't get mail

09/09/2020 97 views

I am trying to create a new queue for our user management and after some tests i am not able to send an e-mail to the approver.


Since we do not have all manager data in the AD i was using the option "Allow all users as approver".

This would mean that the requester could select their manager from the pull down list and then log the ticket. After logging the ticket the selected approver should get an e-mail but they don't.

Some questions about this:

- I could not find any e-mail template to approve, are they implemented somewhere?

- Do i need to do some additional scripting to send the mail?

I was expecting it to be working more easily.

Thanks for your input

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Service Desk, Configuration, Configure Service Desk Queue Email Settings, select the appropriate queue.

In the Email on events section, check the boxes for the appropriate actions that will trigger an email to the Approver.

Click the Customize Emails link to edit the templates.

Answered 09/10/2020 by: chucksteel
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