Hello! I have what is becoming a perplexing issue with Web HelpDesk. We are rolling out the program for our company and trying to get everything set up the way the managers want, but I have been unable to set up this process.
Ultimately, what we want to have happen is that when a technician finishes work on a ticket, instead of going to the client for confirmation/closing, we want the ticket to first go to a manager for approval, then only after that is done would we like the ticket to go to the client/be closed.
What we've done so far is set up custom status types - we added a 'completed' status for tickets and created a processes action rule to send tickets with that status to the manager; after the manager approves it we have another rule place the ticket in 'resolved' (which sends it off to the client). This has been working so far but brings up another concern - techs can still select 'resolved' from the ticket, which would bypass the manager approval process.
So my question at this point is if anyone knows another way we could get the same result (tickets go to a manager before going to a client), or if anyone knows a way to limit the ticket status to specific technician groups (maybe to the level 2 technicians, or to hide the 'resolved' status entirely)? We have looked through the admin guide and other Thwack posts but not found anything helpful for this so far, so any help is appreciated.
Thanks!