Organization Structure and Approval Hierarchy Workflow

[Duc Anh Le]

Hi everyone,

There is a use case for my company that I need help with:

Background:

• We use JSM to serve our internal employees (Customers).
• Our IT teams are the help desk agents (Agents)

Use case/Requirement:

• When an employee creates a request that needs approval( For example, Access Request), the approver must be the employee's manager or above.

Question:

•  Is there a way for me to implement the requirement above?

[Mikael Sandberg]

There is a way to do this, you would need to use a web request to your identity provider to get the manager. We are currently using a Tray.io to get data from Okta that we then use in JSM for our automated access approvals.

[Duc Anh Le]

Hi @Mikael Sandberg

Thank you so much for your answer! I've made some progress on this and want to provide you with some updates:

• We have Azure AD at my company. So I used a Plug-in called "Mindpro Sync" to pull the requestor attributes (Reporter's manager, manager email...).
  • However, the challenge is that these attributes only get pulled when the request is already submitted.
• I want to have a "validator" or "condition" when the requestor fills out the request (before submitting the ticket); that the approver must be the requestor's manager.

Any suggestions?

Thank you,

Duc 

[Mikael Sandberg]

In that case you would need something like Scriptrunner in order to do it, you should be able to create a scripted validator that does that. 

[Mikael Sandberg]

But the problem you will have when using a validator is that you cannot use Forms, since the data in it is not submitted until the request has been created. By doing it in an automation after the request has been created you remove that blocker and you control who the approver is, not the user.