Tickets Without approvals

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

1 answer

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Jack Brickey Community Champion Oct 12, 2017

@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.

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 Community Champion Oct 12, 2017

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.

Hi Jack,

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

Thanks,

Lakshminarayana

Jack Brickey Community Champion Oct 12, 2017

Are you using Cloud version? If so please read the following document - Workflows

It may seem complicated on the surface but it really is not. You can use the default workflow for the non-approval and then create a new one w/ the approval steps. Then simply go to the settings/workflow and add the workflow there and choose the issue types. In the image below you will see an example of this.

approval_WF.jpg

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