One of the common tasks we have is to submit an approval for someone's manager on a ticket. In some cases this might be preset on the template but in other cases its a manual send.

When you click on the requester link on a ticket it pops up a dialogue box that shows their details but does not show their manager name. This forces staff do pull up the address book or another source so find the manager name. First, it would be nice if it had the manager name in this dialogue box. That would save some time for us.

Second, it got me to thinking I could create a custom drop down menu "Send Manager Approval" and do the look up by script; however, in looking at the API field documentation I only see the requesters name. While I could look the name up in AD by script, if two people have the same name this wont work well. As a result I would need their account name or email to be a field value in the request API so I could use a unique identifier for the look up. Is this requester information available in the API and I am just not seeing it?