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Enable parent-child relationships for queues, and enable parents to close child tickets. See:
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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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NOTE: Add to Parent appears only if you are viewing tickets in a single queue, and that queue has parent-child ticket relationships enabled. It is not available if you are in the All Queues view. See Enable parent-child ticket relationships for a queue. |
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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