Workflow Question

Hello!

I am trying to make an approval workflow that gets approved/rejected by a user outside of IT and does not have a TDNext license. The goal is for the user to approve the request, it gets assigned to a ticketing group once approved, who gets notified, and can start working on the request. Currently, I have it set to notify the approver of the approval step and the ticket gets automatically assigned to the ticketing group. Where I am having a hard time is, the ticketing group doesn't get alerted when the non IT user approves the request, so they are not sure when to start working on it. Does this make sense? 

Any help is greatly appreciated on how to work this out.

Thank you!

Dustin

Asked by Dustin Thomas on Thu 7/22/21 4:15 PM Last edited Thu 7/22/21 5:06 PM
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Answer (1)

This answer has been marked as the accepted answer
Mark Sayers Thu 7/22/21 4:21 PM

Hello Dustin,

You could think about adding a Notification step after the non-IT Approval step where the notification goes to the ticket's responsible to inform them the person has approved the ticket and work can begin.

No feedback
Thanks, Mark. That was a very helpful and has almost got us to exactly where we want to be. Since I added the notification step into the workflow, a new 'Approve' green button has appeared for the non IT approving user (screenshot attached). If you select 'Approve', the ticketing group gets the notification. If you hit 'Approve Service Request', they do not get the notification. Did I by chance do something wrong? We will have a few of these people outside of IT making these approvals and I am afraid they will mix the two up and the team won't be notified. Thank you! - Dustin Thomas Thu 7/22/21 5:08 PM
It sounds like you've given the Approval step the configuration option to approve the *entire* request (ie. the workflow as a whole). I think you'd want to remove that option as an approval step by default just allows you to approve only that step. The setting on the step is called "Allow Item Approval" and it doesn't need to be checked to allow them to complete the approval step. - Mark Sayers Fri 7/23/21 9:09 AM
That was it! Thank you, Mark. You are always super helpful. I haven't played around a lot in the workflow part of TDX, so I appreciate the quick help. Have a great weekend! - Dustin Thomas Fri 7/23/21 11:22 AM