Is there any way to cancel a Service Request if not approved after a specified period of time?

P.J.

I know there is a way to auto approve requests which I don't want to do.

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errorqueen

I haven't tested it so not sure if it completely works, but I was thinking what you could do is create an automation rule. The automation rule would need several conditions so that it is specific enough to only affect a certain subset of tickets with approvals needed. And it will need a Time-Based Condition. You would also have to make it so that all conditions were met. Here is what I set up as an example. (Our approval requests are for new laptops and fall under a specific category and subcategory which is why this is the way I think it will work. If yours is not, you may need to consider doing something like this.)

And then the action would be to update record, updating the state to closed.

rakeshs

That was a great suggestion. However, with these conditions in place, wouldn't the ticket automatically close without requiring approval?

The approval need not necessarily have to be right after the ticket created date. Closing 2 days after the created date as per the above automation, can happen even if the ticket has been approved.

At this point, I don't see a readily available option for an automation rule to look at the approvals within Service Catalog Process.

Here are a couple of potential solutions that may be worth experimenting in addition to @errorqueen 's suggestions above:

Utilize the Last Update Date/Time condition: Experiment with using the Last Update Date/Time condition to trigger actions.
Implement Custom States: Create custom states like "Pending Approval" and "Approved," then set up conditions to monitor changes in these states, if that is possible.
Experiment SLA Management: Try this option to get to a place where you would be able to use automation rules to get the ticket cancelled or closed with a resolution state.

Something like this for an example:

Pre-requisites:

Custom state to be created: Awaiting Manager Approval

Group to be created: Test Group (In this scenario I named it A Team)

The idea is that the pre-approval step should update the ticket with "Awaiting Manager Approval" as the ticket state and post approval, the ticket state should be updated as "Approved".

Consider A Team (test grouup) is any group that you can create for the tickets to land and be cancelled.

Then Create automation rule:

Please let me know if you arrive at other solutions trying this.. Happy to experiment!