Change the status to denied
We're looking for a way to auto change the status on an approval request that has been denied.
Currently when we receive a ticket that requires approval, the help desk manually submits it to the appropriate party for approval. Generally speaking, they are always approved. However, lately I noticed that if one is denied, it returns to the regular ticket que and looks identical to a ticket that has received an approval.
Is there a way to change the status on a ticket which has been denied to a denied status? I have found where I can auto-close a denied request, however I don't want to close it. I just want it to be properly marked denied. This way the helpdesk knows it was denied and has to investigate what is needed by the approval authority in order to have the ticket approved.
An an example case: A ticket was submitted for a change in permissions. The approval authority denied it because they don't have a training log showing the user received the training needed for the permission change. The request was denied until they receive that training log.
In such a case, I don't want the ticket to be closed. It just needs additional information before it can be approved.
Currently when we receive a ticket that requires approval, the help desk manually submits it to the appropriate party for approval. Generally speaking, they are always approved. However, lately I noticed that if one is denied, it returns to the regular ticket que and looks identical to a ticket that has received an approval.
Is there a way to change the status on a ticket which has been denied to a denied status? I have found where I can auto-close a denied request, however I don't want to close it. I just want it to be properly marked denied. This way the helpdesk knows it was denied and has to investigate what is needed by the approval authority in order to have the ticket approved.
An an example case: A ticket was submitted for a change in permissions. The approval authority denied it because they don't have a training log showing the user received the training needed for the permission change. The request was denied until they receive that training log.
In such a case, I don't want the ticket to be closed. It just needs additional information before it can be approved.