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Ticket Approval from Technician Interface

Ticket Approval from Technician Interface

http://forums.webhelpdesk.com/forums/comments.php?DiscussionID=98

This has been a much requested feature on the forums since 2009. In the places I have set up WHD, we have set up the approvers section for tickets. A majority of the approvers are technicians who 'live' in the tech interface. Even managers are technicians so they can access the reporting section.

All that is needed is a new tab called Approvers where the tickets that need approving can be shown. The technician than just click on the ticket, read the information and then click approve / deny with a note. I know we have client approvals and email approvals, but if we are telling 100 techs to live in the 'Tech' interface then they shouldn't need to logout to go to the client or use email to approve.

Implemented in WHD Version 12.5

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21 Comments
Level 14

I have had multiple techs internally ask how to do this. Having to click the person to change from User to Tech and back is a bit cumbersom.

Level 8

I voted in favor of this "much requested" feature only because the original feature request dates back to 2009.

Level 8

Having no idea how the code for WHD is written.. couldn't they just take the snippet of code that makes the approval button appear and function in the client console and just add it (with the necessary  changes) to the tech console portion of WHD code!?!

Level 10

You can also go to the full web page which will give you the ability to create new tickets.  It is a bit cumbersome on some smaller devices, but still somewhat doable.  Works well with iPads or larger screen phones like the Galaxy Note.  Unfortunately the app isn't all that productive unless you want to close tickets. 

Level 7

I would like to just see the ability to "throw" a ticket into an approval status and not have to be "changed" to a request type that requires approval. 

i.e. - We have a ticket that needs additional parts to be ordered, that are not covered.  Ticket is not an approval ticket at first, but now needs to be approved by MANAGER.  Would be nice to "checkbox" ticket and through into "manager approval" type of status.

Level 13

I also have had multiple techs internally asking why this does not work for techs and only users(;


They all agree that " Having to click the person to change from User to Tech and back is a bit cumbersome"


if the next release does not allow this, we will look into dropping this app and finding one that does

Level 13

when will this get fixed

my tech staff want this done now

other ticket systems do NOT have this issue

Level 7

WHD has multiple options here already; You can link your client account to your tech account and simply click the new button next to the logoff button to switch between the client interface and the tech interface without having to log out and back in again. Next; you can also override the approval within the ticket as a tech too!  All that being said, I do not think it is a bad idea to have a more tech friendly approval method.

Level 15

We track this under # 203194 internally.

Level 15

I can tell you that it's almost never that easy. But we hear you and this is definitely one of the things we are looking at. We just need to carefully design it as there are other related requests, so we do not want to do something, which we would need to change later. This is high on our list.