Hi, does anyone managed to create a Workflow for "Point of Contacts" to approve ticket requests? Got a customer asking to approve tickets before they are worked on, so i need to be able to automate the process.
To be more clear: i need to send a request of approval by sending the POC an email when a ticket is created - change the status to "pending approval" and await for a reply, once the reply is made by the approver (stating in the subject that is %approved% in the subject for example) - change the status of the ticket to "approved" and notify the assigned resource..
I managed to get to the send an email and request for approval part using a workflow, but can't seem to figure out how to handle the reply..
Thanks!