Provide a way to create a business rule that will look at the request type and then enforce an approval. We have request types for "Access/Permission" and "Change/Modification". It would be nice to be able to have tickets with these request types have an option to require approval. It would be even better to enable the rule to be customizable so that it is not all or nothing. In certain cases, it may be okay to allow an access request through without requiring approval.

 

Another feature that we would like to see is the ability to allow approvers to be able to search and find tickets that they have approved or denied WITHOUT adding them as a technician. It seems once an approver takes action on a ticket, they are out of the loop. If at a later date, this approver is asked why they approved a ticket, they can't search against any of the tickets that they took action on. They would have to be added as an SDReport Admin which then allows them to see much more than they need to. An approver should be able to see any ticket they took action on.