Building a Software Request Process
I am trying to build a software request process, and then going to expand to other things for documenting work. I have built my process template and linked everything I need, however, it does not show up on the need help page for users.
What I need my process to do is have a user request software, either in our catalog or other then enter what they want, which then prompts their manager to either approve or deny this installation, then if they approve it prompts IT Director to approve or deny. If they both approve, it creates a ticket and assigns it to that buildings technician.
I have tried building one, but nothing shows up on the user interface. Is there a Knowledge base article or best practices for building one of these?
You can do this in the service desk, create the queue, setup the fields to show the software that is available and also set data values that are the specific manager emails that will approve the request. If you show the manager of the staff in your AD then even better as you will be able to reference the data in the user table.
Use the template forms to only show the initial fields, to enable the user to make the request and provide the justification. Once that is complete set the status to a different value and then display the approval fields.
Make the manager a CC to the ticket so that they are able to access and edit the ticket, then use a ticket rule to send an email to invite them to review and approve.
Create ticket rules to take appropriate action, that is to say, if the request is approved assign the ticket to an IT Tech or procurement to purchase, set the status to an appropriate value and maybe create a ticket rule to inform the enduser. If the request is rejected then close the ticket and send an email to the enduser to inform them.
All of that will take you between 3 and 5 days if you know what you are doing in KACE with SQL etc.
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