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Optional approvals (outside of the workflow)

Tim H_ March 6, 2024

We usually have use cases where an agent wants to double-check with his manager. This is, however, not mandatory and, thus, not part of any workflow. It can also happen at any stage of the process, so a workflow step would make no sense anyway.

I wonder if it's possible to add something like "optional approvals" where the agent can, but does not have to, ask a manager for approval. The fallback solution would be to just assign the issue to the manager. But approvals would surely be a nicer option.

Any help is greatly appreciated!

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John Funk
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
March 6, 2024

Hey Tim,

 I would actually say this is a great example of having a different status. If you’re wanting to add an optional approval, that would mean a different status anyway, typically.

I would just add another status and assign it to the supervisor when the agent moves it to that status. Otherwise, if it’s not needed just continue on your regular workflow path.

Tim H_ March 7, 2024

Hey @John Funk,

thank you for this input. I'm trying this right now. But would I really only need 1 additional status?

Let's take this workflow:

  1. External approval (customer's manager, mandatory)
  2. Request in review, preparing a solution
  3. Buying components
  4. Assembling components
  5. Installing software
  6. Ready for delivery
  7. Finishing on site
  8. Closed

Steps 2-7 all may or may not require an additional approval by the respective team leader. Sometimes no approval is necessary (if it's a standard solution), sometimes 3 or 4 approvals by different team leaders are necessary.

I'm not sure if just 1 additional status "Approval by team leader" is sufficient. 2-7 would have transitions to it and I could probably add transitions from that new status to 2-8. 

But what about the second, third or forth approval? Can I cover several distinct approvals with just one status?

Tim

John Funk
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
March 9, 2024

It depends if you need to track whether it was the first approval or second approval, etc. You could probably get back with a single status if you like. You can make it work either way. I would tend to use the extra status though. 

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