Only want Processes to show on New Ticket page
When a user wants to submit a ticket from the service desk and clicks NEW it takes the user to the new ticket screen. From there they can choose between ticket or process. I have 2 departments IT and Maintenance/Custodial. I only want IT to be visible in the department drop down and the processes drop down.
The IT department is very small with 3 people. We do not require approval from department heads to process a ticket. For the maintenance side of the house it is different. When a user from Elementary school places a ticket it must be approved by the Principle. This is due to the fact that it usually is not a maint. cust. issue but requires a purchase.. Example: teachers wants new shelving installed> Which really means the shelving has to be purchased first before it can be installed which requires approval from the principles because each school has their own budget.
I am just exploring SQL so writing up complicated rules is not in the cards right now. I am trying to restrict user input and place the emphasis on principle/approver to move the request along. Just looking for any possible suggestioins in solving this issue.
If I can hide the maintenance query choice and only provide processes that are related to maintenance.
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That would hit the queue from the drop down and that would only give them access to the remaining queue. - nshah 10 years ago