Is there currently any way to have the system automatically capture a copy of the approval message that was sent to the approver? For example, a requester is requesting an item be purchased. The request goes into SDP, then a technician picks it up the ticket and send it off to a manager for approval. The approval request could look similar to the fake email below.
To Michael,
Subject: Approval required for a request
I have a request for 1 license of Sublime Text Editor, could a new license be purchased?
Your approval is required for a request to proceed with its execution. The details of the Request can be found at <link>.
Thanks,
Daniel
Once approved, there is no way in the ticket to know if 1 or 2 licenses were requested because the request is only available in the approvers mailbox and nowhere in the ticket itself.
I manually created a work around for this by changing the subject line of the approval to include the ticket number and also sending the approval to our internal ServiceDesk email.
To Michael, ServiceDesk(internal email address)
Subject: [##84415##] Approval required for a request
This will automatically send an approval email that gets appended to the ticket thread with the exact same message sent to the intended requester. An unfortunate side effect of this is that the "ServiceDesk(internal address) is also added as an approver, which I manually delete.
Any thoughts?