Re: Configuring approval for interaction tickets (172 Views)
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Advisor
Aj_SMbeginner
Posts: 39
Registered: ‎08-20-2013
Message 1 of 4 (210 Views)

Configuring approval for interaction tickets

Hello Experts,

 

When the user create the ESS ticket. And the Service Desk Agent will categorize the ticket and click Save.

I want to configure approval for these interaction tickets

 

May I know where to configure it in order to trigger the Service DeskApproval for this case?

 

Thanks in Advance

 

Regards,

Ajay S N

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Trusted Contributor
Luis_Alfaro
Posts: 143
Registered: ‎07-26-2011
Message 2 of 4 (172 Views)

Re: Configuring approval for interaction tickets

Hi,

 

Every category has the option to include approval definitions. Please go to data base manager and look for the table category, there you will see "incidents", "service catalog".... and each record has "Service Desk Approval" section where you can configure what you are looking for.

 

Regards,

Luis Alfaro
SM Support Engineer
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Advisor
Aj_SMbeginner
Posts: 39
Registered: ‎08-20-2013
Message 3 of 4 (158 Views)

Re: Configuring approval for interaction tickets

Hi Luis Alfaro,

 

Thanks for your reply.

 

I added the approval for record "incident" in category table in Service desk Approval tab.

 

But when i open an interaction ticket am not able to see any pending approval for that ticket.

 

Can you please tell me what else configuration i should do to add the approval.

 

Thanks in advance.

 

Regards,

Ajay S N

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Trusted Contributor
Luis_Alfaro
Posts: 143
Registered: ‎07-26-2011
Message 4 of 4 (139 Views)

Re: Configuring approval for interaction tickets

Hi,

 

Did you escalated the interaction? I believe the approval will be loaded to the record after you do that action.

 

Regards,

Luis Alfaro
SM Support Engineer
Forum Moderator

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