Approval Process - Add on completion step

This request is to have an option added to the approval process function that allows something to happen an approval is completed above just changing the status. For example a way to have it email the assigned the that the approval process is complete either by way of a denial or all steps being approved. Being able to use tasks or process with it would be nice as well.

We currently move the ticket using an action rule to a completed role that then closes but a formal step in the approval process section would be better.

I have an existing ticket Case # 805111 - Notifying tech of end of approval process

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Status: None

Comments

henazo

An action rule can accomplish this exact function. I have a similar situation in my environment and we used an action rule to create the email with certain tags in the body to pull specific parts of the ticket and populate the email.

typhoon87

does this step email the tech assigned to that ticket? I actually opened a support case and they told me this cannot be done. The email can only be be sent to predefined users.

can you share how you did this?

david_garfinkel

I have set up an action rule that looks for a specific word in the tech note of the approver and if it finds the note it will close the ticket. It's a little hacky and relies on the approvers to type something in. Would be better if it was just one step. The problem is that there isn't an option for closing a ticket when approval process=complete.

typhoon87

This is actually an interesting workaround. I currently have an action rule that looks for the change of status when the approval process completes and then changes it again since you cant control what it changes to natively. Both are still workarounds for the actual issue but better than nothing.

fluffy_midnight

Hello,

I see that you're still discussing this so I thought I'd try to help out and provide some solutions...

You can create an Action Rule to set the Status to Closed and send an email to the client regarding the approval and closure of ticket.
You can get the approval to send an email to the client once it's been accepted or declined.
You can get the Status to automatically change once the approval has been accepted or declined.
On top of all these 3, you can get the Status to auto-close after a period of time, or have the Status not show in My/Group Tickets, working like a second Closed Status.

I know you've already found a solution, however I hope this helps other users find a solution without having to spend much time on finding all the configuration to do what you want.

david_garfinkel

Can you show me a screenshot of the Criteria from example 1? What I want is for a client approver to be able to approve via email and then for the status to change via action rule or whatever. I don't see a place in Criteria to trigger based on an approved ticket. Am I missing something?