Changing Issue Type to "Service Request with Approvals" Doesn't Trigger Approval Workflow

Ivan Bilobrk

Hi everyone,

We have a scenario where a customer creates an issue via the customer portal with an issue type that doesn't require approvals. However, if the agent determines that approval is necessary, we want to change the issue type to "Service Request with Approvals" so that the issue goes through the approval process.

The problem I'm encountering is that when the issue type is changed, the status is set to "Waiting for Support" (which is the status it was in when created via the portal), but this status doesn't include an approval step.

Has anyone experienced a similar issue? How did you resolve this or configure the workflow to ensure that after changing the issue type, the issue correctly moves into the approval workflow?

Any advice or best practices would be greatly appreciated!

Thanks in advance!

Dick

Hi @Ivan Bilobrk ,

Best have two sets of statuses for the two flows. The step you take when changing the issue type could best be an automation (user triggered from the menu). That automation could also change the status to one of the statuses in your alternate workflow.