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TLDR: Allow support technician/incident assignee (Service Agent role) to redirect pending Approvals to any end user (Requester role). SWSD needs some options to enable less restrictive Approver options. There are some instances where it is appropriate for the incident assignee to be able to manually select who the Approver…
I pinged support regarding this and to their knowledge it is not currently an option and has been submitted as a feature request. Figured I'd see if anyone here has any creative solutions for resolving this. Essentially we are trying to setup approvals so that they only apply to certain device groups or locations, rather…
Makes sense to add Teams Chat either as integration setting option and/or as an option for notification settings as opposed to email as the only option- So when approvals or tasks are assigned, a notification can be sent to the assigned user's teams chat via their teams associated email, as a more reliable means for…
Currently, when you setup an approval within a service catalog process or similar, you can assign the approval to an individual or a group of a individuals. When I set the approval to be made by a group of individuals, the notification goes out to all of these users and any one of them can approve/deny the approval task.…
Sometimes we use the "Approval" step in a process more like a yes or no question. For example, when someone is terminated, we have an "Approval" asking "Did this user return their key fob?" However, even with a description on this approval step, sending it as an approval seems to confuse some users. If we could change…
AD has a field where you can specify a users manager. The ability to dynamically get this information at ticket creation time for use in approval process would be very useful. Edit: This could also be useful to link with Example user requests access to a network resource. The users manager could be sent an approve/deny for…
To show actual "Comment" from Approver when he/she Declines/Rejects a request for approval. Use Case: When you reject or decline an approval request, the Requester should have the visibility to the reason why the request was declined so they can take the necessary action prior to resubmitting the same request.
In release 12.5 a "My Approvals" was added to the tech side of the interface which is great and was heavily requested in Thwack. However when they did this it does not put a number like the my tickets and my group tickets does. I have attached a screenshot to show what I mean.
When a requester raises a ticket and that is either accepted or declined they are unable to see any comments that the approver may have put on the ticket when approving or declining. This is only visible to Administrators or Agents. To provide the best customer service it would be best if requesters had the same visibility…
Allow Retriggering of Approval E-Mail Task through the APi or the ability to Create Repeating Reminder E-Mails for Approval Tasks that have been ignored.
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