Here is the issue I'm facing. I created a custom service request form where the requester can request a "thing". I wanted the user to be able to specify the approver via a custom field (user selection) called "Approver" since the approver isn't always their next level supervisor or manager. I then use the custom field "Approver" in the approval workflow of the request.
This all functions as you would think it would. The approval request email goes out to the specified approver in the custom field. The email contains the details of the request and provides the ability to approve or deny the request, but the approver doesn't have rights to the view the ticket. In order to provide those rights, the approver would need to be CC'd or @mentioned in the ticket.
Here is where the issue lies: You can't create a process workflow step (update record) or automation rule (update record) to append a user specified in a custom field to the CC of the request. You can do this if the intention is to add the same user(s) to every service request of this type, but you can't do it dynamically by referencing the custom field user selection.
I contacted support on this and currently the only way to achieve this is using a custom API call and isn't supported by SWSD.
This would be extremely helpful in the scenario where the approver wants to see the full details of the ticket or comment on the ticket. The only work around is to have the assignee manually CC the user specific in the custom field.
