Newbie looking for ideas or a 'how to' on an approval workflow in the cloud instance.
The built in service approval has the approval at the top so the approver has to approve/decline it before the agent does any work or the customer comments.
Normally though the agent and customer will have a ticket conversation about the request first for clarification. Rarely does a customer put in a perfect request will all the details first time, and therefore the approver only gets part of a request without clarification.
I'm looking for a workflow where this conversation between Agent and Customer can take place first, and only when the request has been clarified will it move to the 'Waiting for approval' stage by the Agent and involve the 'Approver' being emailed their 'Approve/Decline' message.
The request could be moved forward to the 'Waiting for approval' stage by the Agent working on it, but couldn't be worked on or resolved until either it was approved, or was cancelled by either Agent or Customer.
Has anyone done such a pattern they could somehow share somehow? Workflows are not something I've got to grips with yet.
Paul
