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How to set up an approval and easily select people as approvers?

Sam Harris
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Oct 03, 2023

I have recently setup a service management desk, i have a few request types were i am trying to add an approval step into their work flows, i have somehow fluked it in one request type but would like some help to set this up correctly across my required types.

My main goal is to add a an approval step and have the agent working on the ticket be able to ask anyone they require to be an approver on a ticket.

1 answer

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Stephen Wright _Elabor8_
Community Leader
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Oct 07, 2023 • edited

Hi @Sam Harris 

Do you already have a Workflow with an Approval step within it? If not, these instructions should be able to help.

Essentially you will need:

  • A Workflow with an Approval step
  • The Approvers field (or whichever field is part of your Workflow Approval step) available for Agents to populate on the ticket's screen
  • At least one Issue Type assigned to this Workflow / Screen

^ Once you have all this, you can assign a Request Type to an Issue Type. You can either...

  • Create new Request Types, and thus choose the correct Issue Type, or...
  • Change the Issue Type...
    • Select the breadcrumbs (3-dots icon) next to a Request Type
    • Under Workflow, choose "Replace with existing"
    • Change the Workflow to the correct one, then choose the correct Issue Type
    • Press Update

In case it's useful, see this help page for how Request Types and Issue Types differ.

Let us know if you need any more detailed instructions on how to set this up!


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