We are designing a workflow where a customer has to approve a request from another customer, before it can be processed (It's a request for application access that needs to be approved by an application owner). We use the default 'Service Request with Approval' workflow.
However, the request does not appear in the customer queue of the application owner, although he/she has been added as approver for the ticket. Since the ticket is not visible in the customer queue, the application owner cannot give approval.
How can I make requests that require approval, visible in the customer queue of the approving customer?
Sorry, but the answer I was looking for is not on the page :)
We know how to make an approval flow. The problem is that the tickets are not visible in the customer portal view for the approvers. As such, they can't actually approve or decline.
We have done some more investigation. Could it be related to the fact that the issues are created by an automation rule? (We have a theory that because automatically created ticket do not have a request type, they cannot be selected in the customer portal and as such aren't visible. Is that correct? How can we work around this?).
Thank you so much!
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