Hi there,
We require users to get manager approval for remote access. With this in mind I have created a new request type with approvals.
In the new request users are required to provide the following info:
- A reason for the remote access
- Their approver
- From Date (Custom Field)
- To Date (Custom Field)
Once they log the request the approver gets a notification and they can approve via the self service portal. Help desk agents see the ticket in a new queue in an 'Awaiting approval" state. Once the approver approves the request the status changes from "Awaiting approval" to "Approved - On hold" and the resolution is set to "Paused". At this point a service desk agent will put the user in the relevant remote access group in AD and the user can access remotely.
The user keeps remote access for a length of time based on the From and To dates they provided.
After the To date has come to pass I would like the ticket to automatically transition to a new status "Approval - Expired" and be moved to a different queue so the service desk agent can pick it up, remove the user from the remote access AD group and finally close the ticket.
i thought maybe I could use SLA`s, Service desk Automation or a post function via JMWE but so far I can`t work it out :-(
The ability to do this would make managing these remote access requests so much more simpler, currently we have to continually monitor the remote access queue to see which ones have expired, any help or advise wold be gratefully appreciated.
Thanks,
John
