How can I make specific K1000 tickets go to an employee's manager for approval before coming into the general queue?
I'm trying to get specific requests like new hardware or software access to go through a manager for approval before coming to the IT department to be carried out. Our AD setup doesn't have the users grouped in such a way that defines the managers. Is there a way to do this within kace without having to reconfigure my AD settings?
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item number 100 should tell you how to use labels to set up approvers.
The kbox can't act upon a ticket until its created in the KBOX. You can setup approvals within the ticket queue and then based on ticket rules, set an approver. The approver then must go into the ticket and approve or not. Based on that the tech can then do the correct action.
You could create different queues and based on a yes approval have the ticket moved to the queue that will perform the action.
There are a lot of different ways to set it up but it really comes down to flow process and your approval process. - nshah 11 years ago