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  • 1.  adding approval step to some classifications

    Posted Dec 27, 2013 09:24 AM

    HI Gurus,

    Some try to do this ? The main steps that I guess are

    • Classification match approval matrix ? 
    • place ticket on hold.
    • Query external database table to find employee manager.
    • send e-mail to manager asking approval.  

    Help please.

     



  • 2.  RE: adding approval step to some classifications

    Posted Jan 27, 2014 03:21 PM

    If this is for ServiceDesk 7.5 you may be able to achieve this by creating a rule in the OnIncidentReceived ruleset that looks for the specific classification and then sends to a custom workflow (via the send to external workflow action) which would perform the other actions you wanted.

    An example of the send to external workflow action can be found here:

    https://www-secure.symantec.com/connect/downloads/send-incident-workflow-automation-rule-example-notifying-users-comment-added