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Optimizing the Onboarding Form Automation: Seeking a Solution for Approval and Ticket Creation

Dimitrios Kouroumichakis

Hello everyone

I hope someone here can help me because I’m currently at my wits’ end.

The supervisor fills out an onboarding form, and once it’s submitted, the status changes to "Waiting for Approval." So far, everything is fine. However, after submitting the form, the supervisor still needs to press the "Approve" button.

In the audit log, as shown in the image (see arrow), he doesn’t want to do anything more from that point on.

The background is that there’s a checkbox in the form. If this is checked, an additional ticket should be created and linked to the existing ticket.

Heads up!

If I replace the upper trigger and insert the "Form Submitted" trigger at the very top, the automation works. The problem with this automation, however, is that as soon as the form is submitted, the corresponding tickets are created immediately, whatever was selected in the checkbox. But the process itself is still waiting for approval, and that’s suboptimal. Unless someone has an idea…

Accepted answers

Marc -Devoteam-

Hi @Dimitrios Kouroumichakis

Withint the form you have the checkbox field correct?

If so, have you set the "Field Key" option in the fields setting to a value, in you case "Sap"?

As a checkbox field is based on a value and not on the label, the smart value should be:

{{issue.forms.<UUID checkbox field>.Sap}} equals value, not label.

See here in the documentation; Access-smart-values-without-using-the-Forms-submitted-trigger , use the forms rest API to get the UUID and values for the field.

All comments

Dimitrios Kouroumichakis

The Automation

Mathew Lederman

@Dimitrios Kouroumichakis apologies, my help may be a bit limited since the Automation screenshot isn't in English, but it sounds like your trigger should be the transition from 'Waiting for Approval' to 'Open' (or whatever status comes when the supervisor approves). The corresponding ticket should only be created when the original request has been approved. If it's Rejected or Waiting for Approval for a few days, nothing should happen.

Marc -Devoteam-

Hi @Dimitrios Kouroumichakis

Withint the form you have the checkbox field correct?

If so, have you set the "Field Key" option in the fields setting to a value, in you case "Sap"?

As a checkbox field is based on a value and not on the label, the smart value should be:

{{issue.forms.<UUID checkbox field>.Sap}} equals value, not label.

See here in the documentation; Access-smart-values-without-using-the-Forms-submitted-trigger , use the forms rest API to get the UUID and values for the field.

Dimitrios Kouroumichakis

@Mathew Lederman

The ticket should be created when it is approved. But, if the form is submitted before, the system starts creating new tickets before the approval is confirmed.

That's why I thought I would set the status to OPEN. It would also work if the manager clicks on Approval. Only he sends the form beforehand.

I hope you understand me. Thank you for getting in touch

Note: This only works if the upper trigger has submitted the form. The one in the example is a different trigger if approval is accepted or canceled.