Approval Routing
Is there a way to setup approval routing without having to create additional child tickets?
In our procedures there are instances in which more than one person needs to approve a request or ticket and I would like to be able to set it up so that on a particular ticket once approver A has approved the ticket approver B gets the notification and has to approve it as well and so on until the final approving official has signed off on the request/ticket.
In our procedures there are instances in which more than one person needs to approve a request or ticket and I would like to be able to set it up so that on a particular ticket once approver A has approved the ticket approver B gets the notification and has to approve it as well and so on until the final approving official has signed off on the request/ticket.
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Posted by:
airwolf
14 years ago
I don't use ticket approvers, but I believe a "group" of approvers set as Approver will allow any member of the group to approve the ticket. As far as I know, what you are looking for can't be done.... well, never say never. I suppose you could use a workflow/process to create a ticket that has to be approved in order for another ticket to be created. Once approved, you can close the "approval only" tickets automatically with ticket rules.
Posted by:
rspencer
14 years ago
Approval groups doesnt really fit us as we generally only have a single individual allowed to make approvals.
I did end up creating a workflow process but was hoping to not have to create 5 child tickets just to get the chain of approval for a single request.
Example:
Would Like to have:
User submits a change management request for an application - ticket created
Users supervisor approves the request - same ticket
Business Process/Data owner approves the request for implementation in test environment - same ticket
Don't want:
User submits a change management request for an application - Parent ticket created
Users supervisor approves the request - same ticket
Business Process/Data owner approves the request for implementation in test environment - New child ticket created
This second option creates more paperwork for this single request when it comes time to provide documentation during end of year SOX compliancy audits as oposed to option one only having a single ticket to reference to request and approval chain.
I did end up creating a workflow process but was hoping to not have to create 5 child tickets just to get the chain of approval for a single request.
Example:
Would Like to have:
User submits a change management request for an application - ticket created
Users supervisor approves the request - same ticket
Business Process/Data owner approves the request for implementation in test environment - same ticket
Don't want:
User submits a change management request for an application - Parent ticket created
Users supervisor approves the request - same ticket
Business Process/Data owner approves the request for implementation in test environment - New child ticket created
This second option creates more paperwork for this single request when it comes time to provide documentation during end of year SOX compliancy audits as oposed to option one only having a single ticket to reference to request and approval chain.
Posted by:
GillySpy
14 years ago
If you needed to enforce this in one ticket then i think you would have to use rules. You could use faq 964 (with tweaks) to create a child ticket based on some action.
You could also tweak the movement rules to move this ticket into different queues which have different approvers. Needing approval could move it to approver A's queue. Approval by approver A could move the ticket, Approval by B could move it back to original
Lastly, you could do some similar where all the approval happens on the children. The children get created in those other queues. Any important nformation for reporting can be done or you could copy the critical summary data back to the parent when done.
You could also tweak the movement rules to move this ticket into different queues which have different approvers. Needing approval could move it to approver A's queue. Approval by approver A could move the ticket, Approval by B could move it back to original
Lastly, you could do some similar where all the approval happens on the children. The children get created in those other queues. Any important nformation for reporting can be done or you could copy the critical summary data back to the parent when done.
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