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Tickets Without approvals

Lakshmi Narayana_cc9nk1

Hi,

Requirement – customer will create some type (Low level) of tickets, these kind of tickets should process with approvals in workflow, that should be automatically assigned to it helpdesk.

So can you provide the steps how and where to configure.

Regards,

Lakshminarayana

Accepted answers

Jack Brickey

@Lakshmi Narayana, if you are asking about how to set up an approval workflow please read this document. Note the link is to the Cloud document if you are on server you should search for server version.

All comments

Jack Brickey

Lakshmi Narayana_cc9nk1

Hi Jack,

Thanks for the reply.

I have two issues here.

1. I have changed in the workflow chart and approval tickets are working but without approval tickets are showing waiting for approval,

for example, VPN ticket need approval and normal ticket no need approval.

how we can resolve the issue.

thanks,

Lakshminarayana

Jack Brickey

you will want to create two workflows (one with approval and one w/o approval). Then you will have to create Issue Types and assign them to the appropriate workflow. In this way when the customer opens a request they will need to specify the issue type. If the customer chooses the incorrect issue type or uses email to open an issue that requires approval then the agent will need to move the issue to the issue type that is associated w/ approval.

Lakshmi Narayana_cc9nk1

Hi Jack,

could you please send me steps or any refer document to two workflows and assign the issue types.

Thanks,

Lakshminarayana

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