Multi-tiered approvals

[Myles Boyd]

about 50% of my request types need at least 2 levels of approval, some need more (business decision).

When we used FreshService, the workflow capability allowed approval step after approved approval step.

I cannot find a way with JSM to cover the scenario below:

1st Approver - Line Manager

on approval

2nd Approver - Security team. Send to 4; take first response.

on approval

3rd Approver - Director 

The only option I can see is to send to all and need all to approve. But 2nd approval only needs one of the four to approve

Any assistance or direction appreciated.

[Rudy Holtkamp]

Hi @Myles Boyd ,

You can do two things (or maybe more, but two come in mind) to do this:

1. You can have multiple approval statuses (like 'first approval', 'second approval') and on each approval status you can add the correct group/person that needs to approve.
2. You can have 1 approval status and add different groups (line manager/security team/director) and in the workflow you can set that at least 1 person per group needs to approve.

Kind regards,

Rudy

[Myles Boyd]

Thanks Rudy/.

#1 sounds the better option, would that be in the workflow, create additional approval steps?

[Rudy Holtkamp]

Yes, that are new statuses in your workflow.
#1 is also my preferred option, it gives a clearer picture and does not bother people upstream if earlier approvers already decline the request.

[Ashok Shembde]

Hi @Myles Boyd ,

You can implement a second approval for the Security team. There are four approvers required. To achieve this, create a new field and use the "multiple user" field type. Add the default four members' names to this field, and then update your workflow to include a step where this field is used for approval.

[Myles Boyd]

Hi Ashok

Many thanks for speedy response

Does that mean, in the workflow, I'd set up workflow so the approved path goes to another approval step, in automation use the group to populate, then, in the workflow, after approval go to another approval step?