KACE Product Support

How will you know that the user wants to create a ticket? - chucksteel 4 years ago

1- I created a specific category (System Improvement).
2- I put as managers group approvers.
3- In the Ticket Layout I put the approver field as mandatory.
However if I try to open a ticket and have it approved before the ticket is opened it does not save the ticket. I need to automate so that an email is sent to the manager and he approves what was requested in the ticket by his subordinates, before saving the ticket in queue at the analyst. - LucianoEVD 4 years ago

What state is the ticket in when created? In the options for approval there should be approval required before ticket is "Opened" or "Closed". I believe this is based on the ticket state, which is tied to a status. Each status has a state of either stalled, open or closed. Typically, "New" is stalled. Can you create a ticket and leave it in a stalled status? - chucksteel 4 years ago

If you leave it configured that there must be approval before the ticket is "Opened" Kace will not save the ticket. I can even customize the status to paused, when opened the ticket, but would not have been functional, would have to let the ticket open without having an approver - LucianoEVD 4 years ago

Wait, I'm not sure if your issue is that users can't save the ticket until they have selected an approver, or if you want the approver to approve the ticket before it is opened. - chucksteel 4 years ago

I set the category based as directed, by status, but in the "Approval Required Before: Open or Close" field after I select an approver, I want to force this field to always be on Open and couldn't find this setting. Do you know where I can make this adjustment? - LucianoEVD 4 years ago

Gotcha. No, I don't believe you can change that default value. You can change it using a custom ticket rule once the ticket is saved. I would have the rule set to change the status to "Pending Approval" or something similar at the same time. - chucksteel 4 years ago

This setting of "Pending Approval" in Status has already been defaulted to the layout of this category and I created a rule that after approved the ticket it changes the status to open in the analyst queue. but I stopped in this field of "Approval Needed Before: Open or Close." Because my intention is that it is approved before the analyst works on this ticket. - LucianoEVD 4 years ago