Qinwan_Hasan Absent Member.
Absent Member.
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Approval Queue in Incident Module

Hi,

Is it possible to make the approval workflow for incident tickets? Anybody has done this in your environment?

Scenario is, we have request processing team who is processing the requests through incident management module with a special category as Requests. Each request procesed as maker and authorizer by the same team members. Any request processed has to be approved by another team member.

Issue we are facing now without approval queue is maker will do the maker activity and closes the request ticket by verbally informing the team member to approve the request. And many of the requested user complains that the request is not approved by authorizer as there is no accountability.

We want to have an approval queue so that ticket assignee will make the request and sent for approval queue of other member of same team before closing the ticket.

Regards,
Qinwan Hasan.
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2 Replies
Honored Contributor.. fcbcd Honored Contributor..
Honored Contributor..

Re: Approval Queue in Incident Module

What version do you have?  If you have Process Designer, this should be possible.  We built a Request workflow that has approvals so I don't see why you can't in Incident.

We inserted a phase in the workflow called "Authorization" and then added an approval definition on the Approvals tab.  (see the 2 screenshots).

Our approval definition basically sets it so that the manager of the requestor has to approve:

jscall("RequestApproval.getManager",requestor.name in $L.file)

which calls the script RequestApproval:

function getManager(contact){
 var fcontact = new SCFile("contacts");
 var query = "contact.name#\""+contact+"\"";
 //print("query="+query);
 var rc = fcontact.doSelect(query);
 if(rc==RC_SUCCESS){
  //return the Manager Operator ID
  var qry = "contact.name#\""+fcontact.manager+"\"";
  var rc2 = fcontact.doSelect(qry);
  if(rc2 == RC_SUCCESS){
   return fcontact.operator_id;
  }
 }
}

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Qinwan_Hasan Absent Member.
Absent Member.

Re: Approval Queue in Incident Module

We are using 9.35 version

Regards,
Qinwan Hasan.
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