Stop Customer Portal request from being created when Approver = Reporter

Question

Hi,

We have an approval process for our Service Requests in which Portal Customers can set approvers themselves from the Service Desk Portal. Right now, we have have restricted the workflow to disallow the "approve / reject" step where Approver = Reporter. However, the user can still create the ticket, which means it is stuck in limbo in the "Waiting for Approval" status unless we create an automation that informs the user after creating the ticket that they need to set an appropriate approver.

Is there a way (through Forms, Custom field configuration, workflows or Portal configuration) to limit the User Picker (multi) for Approvers such that you cannot set currentUser() or similar from that field, so that the Portal users are not able to create a ticket when Approver = Reporter?

Thanks

Patricia Francezi_iDev_ · Accepted Answer

Hi @Kim Andre Nesse

As of now, there is no feature out-of-box that you can configure the scenario you have.

The solution you already applying (via automation) is the one available.

Kim Andre Nesse · Accepted Answer

If anyone found this thread and is looking for automation to handle this issue, here is what we have implemented (Triggers on Value changes for Approvers):

If:

If Approvers contais only themselves ( {{issue.approver.size}} = 1) as approver, @-mentions Reporter and transitions issue to New. If themselves AND someone else
( {{issue.approvers.size}} > 1), Advanced Edit only removes Reporter and keeps status "Waiting for Approval".

Here is the snippet for Advanced Edit to remove Reporter only from Approvers (or any other Multi User Picker custom fields):

{
"update": {
    "Approvers": [{ "remove": { "accountId":"{{issue.reporter.accountId}}" } }]
  }
}