We would like the Manager to approve certain tickets either before or after they are closed.
Before -- we don't want him to close all the tickets and I can't think of a way for an approval for the technician to close.
After -- I was thinking of adding a custom field that was simply "Closure Approval" (Yes/No). Allow him to query on "no"; review; set to yes. Can I default the value of a custom field to no?
Any other suggestions for accomplishing this?