5 Replies Latest reply on Nov 9, 2015 7:17 AM by sinfan

    Technician Status/Approval issue

    sinfan

      Hello!  I have what is becoming a perplexing issue with Web HelpDesk.  We are rolling out the program for our company and trying to get everything set up the way the managers want, but I have been unable to set up this process.

      Ultimately, what we want to have happen is that when a technician finishes work on a ticket, instead of going to the client for confirmation/closing, we want the ticket to first go to a manager for approval, then only after that is done would we like the ticket to go to the client/be closed.

      What we've done so far is set up custom status types - we added a 'completed' status for tickets and created a processes action rule to send tickets with that status to the manager; after the manager approves it we have another rule place the ticket in 'resolved' (which sends it off to the client).  This has been working so far but brings up another concern - techs can still select 'resolved' from the ticket, which would bypass the manager approval process.

      So my question at this point is if anyone knows another way we could get the same result (tickets go to a manager before going to a client), or if anyone knows a way to limit the ticket status to specific technician groups (maybe to the level 2 technicians, or to hide the 'resolved' status entirely)?  We have looked through the admin guide and other Thwack posts but not found anything helpful for this so far, so any help is appreciated.

       

      Thanks!

        • Re: Technician Status/Approval issue
          kellytice

          It appears that you can Delete the Resolved status entirely if you don't want to use it.

          • Re: Technician Status/Approval issue
            riv_se

            It would almost seem like adding "History" to the criteria would meet this need. Checking against the Completed History note, would allow you to monitor and perform a change from Resolved to Completed to trigger the correct Approval process. However, History is not a selectable Criteria for Action Rules, it would seem that it should be given what is "Searchable" when querying tickets should be the same as those defined in the Action Rules Criteria. Sounds like an enhancement request at this point.

            • Re: Technician Status/Approval issue
              riv_se

              I would wonder if the Tech Permissions might not solve this problem, however, it has the potential to create other issues depending on your Ticket closure processes and overall Tech Permissions.

               

              See the following,

               

              Setup>Techs>Tech Permissions>Ticket Permissions>Close Tickets [Uncheck]

               

              Assign the Tech Permissions to the intended Tech profiles (those who should not be permitted to close tickets).

                • Re: Technician Status/Approval issue
                  sinfan

                  That worked!  That change, plus an action rule to e-mail the manager if the person putting it in 'resolved' isn't the manager, took care of it (we also tweaked things so that tickets that are 'complete' are assigned to the manager, since the approval process wasn't working out like we wanted).

                   

                  Sorry if it got overly complicated but thank you!