Setting up ticket approvers involves the following workflow:
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Configure the APPROVAL_INFO ticket field in the queue to require this feature. |
NOTE: Approvers only have access to the Approval and Approval Note fields on a ticket. The Approval field has the following options: |
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NOTE: The Approval field must be set before the ticket can be opened or closed, depending on how the Required option is configured. The Approval Note field is optional. Approvers can see all of the tickets they need to approve by clicking Service Desk > Tickets, then clicking View By > My Approvals. |
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Log in to the appliance Administrator Console, https://appliance_hostname/admin. Or, if the Show organization menu in admin header option is enabled in the appliance General Settings, select an organization in the drop-down list in the top-right corner of the page next to the login information. |
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In the Add Label window, enter a name for the label, for example, Ticket Approvers, then click Add Label. |
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In the Ticket Defaults section, click Customize These Values to display the Queue Customization page. |
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For details on changing tickets by email, see Creating and managing tickets by email. For a list of the fields used to change the approval fields, see Changing ticket approval fields using email.
You can configure your Service Desk to use SMTP email servers.
For instructions on setting up a POP3 email server, see Configuring email settings.
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