Workflow Approval Step


What would you think about using the Approval step to escalate the first step in a workflow to make the ticket "in progress"?  Then people would have to manually close the ticket.  But they need to do that for most tickets anyway.  It seems they get confused about how to handle tickets with workflows anyway.  





Asked by Sheila McBride on Thu 2/8/24 1:08 PM
Sign In to leave feedback or contribute an answer

Answer (1)

This answer has been marked as the accepted answer
Mark Sayers Thu 2/8/24 1:53 PM

Hi Sheila,

An Approval step alone cannot change the status of a ticket. You could connect that step's Approved path to a web service method that makes a PATCH of the ticket's status to change it to In Process though. That is doable.

Mark Sayers
Sr Support Consultant, CS

No feedback