Changing Issue Type to "Service Request with Approvals" Doesn't Trigger Approval Workflow

Ivan Bilobrk
Contributor
September 18, 2024

Hi everyone,

We have a scenario where a customer creates an issue via the customer portal with an issue type that doesn't require approvals. However, if the agent determines that approval is necessary, we want to change the issue type to "Service Request with Approvals" so that the issue goes through the approval process.

The problem I'm encountering is that when the issue type is changed, the status is set to "Waiting for Support" (which is the status it was in when created via the portal), but this status doesn't include an approval step.

Has anyone experienced a similar issue? How did you resolve this or configure the workflow to ensure that after changing the issue type, the issue correctly moves into the approval workflow?

Any advice or best practices would be greatly appreciated!

Thanks in advance!

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Dick
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September 18, 2024

Hi @Ivan Bilobrk ,

Best have two sets of statuses for the two flows. The step you take when changing the issue type could best be an automation (user triggered from the menu). That automation could also change the status to one of the statuses in your alternate workflow.

 

Ivan Bilobrk
Contributor
October 8, 2024

@Dick 

Thank you for the suggestion.

I tried to do as you suggested. Unfortunately, in order to change the issue type in this way, both issues must use the same workflow, as you can see in the picture.

image.png

Dick
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October 9, 2024

Hi @Ivan Bilobrk ,

:)  That's a nice niche error message you got there. Just my two cents: what is keeping you from adding those statuses to the workflow you already use, making it a single workflow?

Hope this helps you tame the workflow beast

Dick

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Ivan Bilobrk
Contributor
October 9, 2024

Hi @Dick ,

:)

It will probably end up like that. One workflow.
Thank you for the suggestions.

Ivan

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