Hello,
Does someone else have automatized iTOP approve system.
I thought about something like: New ticket is created and iTop recognizes some words from the ticket and automatic set approver for that.
If someone does it, please comment how you do that
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Have you looked at this extension for automatically setting the approvers based on services, caller or whatever logic.
A logic based on "some words" in the Ticket is rather weird and unsafe...
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I've looked this extension but it isn't help for ticketing system in my company, because we have one service with two type requests and two different approvers. In the requests 3 symbols are different for each one
" "some words" in the Ticket is rather weird and unsafe.." - I know that would be unsafe but i want to try if there is something like that.
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It could quickly developed upon my "Auto Assigner" extension (for which the primary use case is automatically assigning agents or teams based on a number of factors).
I can see this workflow may indeed be typical for your company, but as Vincent said, it may not catch everything or have some "false positives". However, it's not uncommon :)
👍
1
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Hello,
Does someone else have automatized iTOP approve system.
I thought about something like: New ticket is created and iTop recognizes some words from the ticket and automatic set approver for that.
If someone does it, please comment how you do that
Have you looked at this extension for automatically setting the approvers based on services, caller or whatever logic.
A logic based on "some words" in the Ticket is rather weird and unsafe...
I've looked this extension but it isn't help for ticketing system in my company, because we have one service with two type requests and two different approvers. In the requests 3 symbols are different for each one
" "some words" in the Ticket is rather weird and unsafe.." - I know that would be unsafe but i want to try if there is something like that.
It could quickly developed upon my "Auto Assigner" extension (for which the primary use case is automatically assigning agents or teams based on a number of factors).
https://jeffreybostoen.be/itop-extension-auto-assigner/
But as of now, each flow is hardcoded.
I can see this workflow may indeed be typical for your company, but as Vincent said, it may not catch everything or have some "false positives". However, it's not uncommon :)