Our organization has service request where non-IT Agents are set as Approvers. Since they don’t have access to the Agent dashboard, there’s no visibility for them to view the agent and requestor notes/replies, or add their own.
Anyone aware of settings in Global Admin to make the service request process more transparent for non-agent approvers?
Our organization has service request where non-IT Agents are set as Approvers. Since they don’t have access to the Agent dashboard, there’s no visibility for them to view the agent and requestor notes/replies, or add their own.
Anyone aware of settings in Global Admin to make the service request process more transparent for non-agent approvers?
Share the ticket?
Sharing the service request shows the comments to the approve, but not when you go to the Approve Requests tab of the portal.
The non-agent approver has to go to My Tickets → See all → Filter to “Shared with me” to get to the Service Request and see public notes from the agent and requestor, which is not very user friendly for the approver.
Does anyone know if there’s a way to show the notes to the non-agent approver when you go to the service request on the Approve Requests tab of the portal?
Hi, Good day!
Thank you for reaching out on our community platform.
You can make use of Public Ticket URL. To include the public ticket URL in approval emails, please navigate to: Admin → Email Notifications → Ticket Approval, and add the relevant placeholder in the email body. This allows approvers to view the ticket and also add notes.
Additionally, under Admin → Servicedesk Security Settings, you can configure portal authentication for public URLs.
If enabled, even non-agents will be required to log in to view the ticket.
If disabled, the ticket can be accessed directly without login.
We hope this helps clarify!
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