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AD has a field where you can specify a users manager. The ability to dynamically get this information at ticket creation time for use in approval process would be very useful. Edit: This could also be useful to link with Example user requests access to a network resource. The users manager could be sent an approve/deny for…
I would really like to see a vacation rule that would apply to approval processes. Right now our approvals get held up when people are out on vacation.
I would like to see a way to add a replacement for client approval responsibilities while you are out on vacation. Many approval processes get stuck when people are on vacation. We use the approval processes in the help desk software pretty extensively, but when we have a client that is part of the approval process and…
Good day all, Is there a way where a newly created client can only be activated once it is approved by a manager? What we want to do is add the domain into "Accepted Domains" so that any client who falls into that domain can register and view the tickets in the Location associated to the domain. The only problem is that…
I'm playing around with the Change Management process, but I was wondering how others have handled a tier approval process with their change controls? Basically, what I'm looking to do is add levels of approval based on the users position. We have Employee > Manager > Director > VP > President approval tier, so if an…
Currently if a tech is in an approval process and is there more than 1 time the "Old Approvals" interface shows each step as a separate line. To make it easier to look at and serach through old ones each ticket number should have one line and the last two columns (approval process and approval step should show of the…
We have been experiencing some odd behavior with our WHD recently. Over that last 30 days or so we have had two instances where ticket creation emails are flowing, but the approval emails for our CAB processes are not. Rebooting the server fixes the issue. As soon as the server is rebooted, all of the approval emails start…
Maybe I am missing something, but this isn't working for us, so I need some help. I have a Request Type of Request • Web Site which has the Lead Technician of our network administrator I am using a Processes • Approval Process of Client (our Director of Technology) only 1 Step When the Ticket comes in, for some reason, I…
Hello! Is there a way to add Approval Processes or Custom Fields to an Open Ticket? I am trying to give our Techs the ability to add in an approval process if the ticket in question ends up needing an approval after the ticket is created for whatever reason. Also, since we use custom fields for some action rules it would…
When an approval request email is sent for a user with an assigned asset, the email includes asset information. By default, the asset number, model, and serial number are displayed below the request type information. This information is not as important to me as network name. How can change what information is displayed…
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