Helpdesk Contact needs to approve...
Updated: 21 May 2010 | 7 comments
I have Helpdesk-Contacts (line-managers) that needs to set status to "ApprovedByManager" when other Helpdesk-Contacts start a "Request for new equipment" task using Winuser
Helpdesk-Contact has no access to Worker Console.
Which way to go?
I have tried using URL method with the worker-console with and without commit=yes. Line-Managers are no Workers, so it failes
I have tried using the URL method with the winuser-console. Line-Managers (=helpdesk-contact) seems to have no acces to Incidents of other contacts
Only other method is letting them send an email maualy to the helpdesk system?
Guido
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If you cant envoke the URL's
If you cant envoke the URL's and theres completely no access to the console for these workers, it seems like a seperate asp page using the altiris webservice would be the best way to accomplish this.
Email would be the easiest but with an asp page you can control the inputs the user will select.
Thx. But can you provide a
Thx. But can you provide a example to get me going?
Guido Langendorff
Arrow ECS Netherlands
Netherlands
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Task in an e-mail notification?
Are these Managers getting e-mail notifications to approve these requests?
You could configure a task to "approve" that request and then allow that to be invoked through an e-mail or whatever other method you're using.
Here's my quick tip I wrote a while back when we had to do something similar.
https://www-secure.symantec.com/connect/blogs/tasks-within-e-mail-notifications
- Matt
Worker = license
This looks promissing. But..
Yes, these Managers are the approveres for the requests. But they are just contacts in HD and should remain that.
Your URL holds WORKER. Meaning you have to be a worker to click on this? Or is this with the InvokeTask not the case? Can one also use WINUSER to InvokeTask?
Have little time at this moment to test to get these answers myself
Thx
Guido Langendorff
Arrow ECS Netherlands
Netherlands
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You should be able to make it
You should be able to make it available from the winuser by changing the URL. As long as you've got your task setup properly.
I'll try to work up an example and reply.
- Matt
Another thing to look at ...
Here's an old Juice article we used as a guide to setup our approval processes using email:
Using Auxillary Data in Helpdesk to Store a Contact's Manager's Info from Asset Control to Facilitate Approval Routing
We've used a similar process since 2006 to do our approvals. I'm actually starting to change this now that we have Workflow Solution though as it'll make the approval process much easier.
- Bruce
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No Managers data available
At this point there is no real data available who is whoms manager. That part is a manual proces for the Worker.
Thx anyway as I will read this at a later point
Guido Langendorff
Arrow ECS Netherlands
Netherlands
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