KACE Product Support Question

Setting up a process with required approval and approval notification emails with the Status drop down field.

09/27/2018 518 views
Hello everyone,

I am wanting to create a process where the submitter's manager will receive an automated email requesting approval. At the same time I'd like to be able to set the status of the process manually.
What I've noticed is if any of the approval notification check boxes are marked, I don't have the option of manually selecting the status. I was informed by KACE that we can set a rule for to manually select the Status with the approval email notification.
 Does anyone have insight on this?

Thanks in advance,
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All Answers

The KACE mechanism for approval, is pretty inflexible i.e. you can only use approval to turn a ticket into an active ticket by setting the status to open, or to close the ticket by setting the status to closed.

If for example you wanted to set the status to "Approved" then the default mechanism just does not work, in which case you will need to create a custom ticket rule to achieve that which you need.
Answered 10/01/2018 by: Hobbsy
Red Belt

  • Thank you very much for your response. Do you know how to set the custom rule to allow us to set the status of a ticket and send email notifications to the submitter's manager?
    • If you have half an hour spare I would be happy to jump on a call and show you the basics, just get in touch
      • Absolutely. Can we set up a gotomeeting for 10am pst?
      • you will probably need to email me to set this up ;o)

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