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KACE Product Support Question


Changing Approver

10/04/2010 3883 views
The help desk rule wizard has no approver available for selection. If you need to change the approver, create a help desk like what you normally would, but select Owner. After the rule is created, change T.OWNER_ID to T.APPROVER_ID.

update HD_TICKET as T, USER as T5
set T.OWNER_ID = T5.ID
where T5.USER_NAME = 'helpdesk1' and
(T.ID in (<TICKET_IDS>))


update HD_TICKET as T, USER as T5
set T.APPROVER_ID = T5.ID
where T5.USER_NAME = 'approver1' and
(T.ID in (<TICKET_IDS>))
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