KACE Product Support

This is possible, although approving via email won't be as easy as clicking a link, if that's what you are hoping to do.

The first part of the rule can be created using the rules wizard, don't enter anything for the update section of the rule, you'll turn that function off later. When you use the rules wizard it will generate a SQL select statement that selects the columns from the HD_TICKET table and some others. The columns selected will be available as variables we can use in the email.

Once the rule is created, enable the option to Email each recipient in query results.

For the subject use something that begins with this:

[TICK: $ticknum] 

Having that code in the subject will allow the approver to respond to the email and make changes to the ticket.

For Column containing email addresses: use APPROVER_EMAIL

For the email message you can use variables found in the select statement, $summary is one of them. Here is an example of what one of our approval emails looks like:

Ticket $ticknum requires your approval.
Submitter: $submitter_fullname
Title: $title
Request: $summary

Most of the ticket fields will be available as variables. 

You can then include instructions on how the approver can approve or deny with an email, like this:

To approve this request, reply to this message with:

@approval=approved

To deny this request, reply to this message with:

@approval=denied

Any additional text in your message will be added as a comment to the ticket.

Thank you for the answer.  I do have another question, how do I make this rule only run on the category selected?  I only want this rule to run when one category is selected.  I do not want it running on all tickets.

Thanks again.