If the reporter is also the approver od ticket, he/she cannot approve the ticket

We've been configuring Service Desk and experienced the following scenario.

We have an approval workflow, which is set so that when ticket is created is giong directly to status Under Approval (no open status). Aditionally, on the create transition, we have set that instead of Issue Created, Generic Event is called. This is set in order not to send Issue Created notifications since the ticket needs to be approved first.

Now, whenever the reporter and approver are the same person, the request cannot be approved. The attached error appears.

 

1 answer

0 votes
Thomas Schlegel Community Champion Sep 06, 2017

Hi Nadica,

could you please describe or attach the error? It's not easy to find the problem without further information.

I'm looking at adding Approvals to my workflow also based on a specific issue type.  I DO NOT want the ticket reporter/creator to be the approver.  What is the most efficient way to accomplish this? 

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