So we recently purchased the Web Help Desk and we are trying to get it set up. There are a few requests where we would like to add a table of approvers or query AD for manager to get the approver name.
Here is an example. We have a large number of Active Directory Security Groups. Each group has a manager assigned to it.
Auditing - Joe
Finance - Sara
Human Resources - Frank
Marketing - Brenda
I would like to have a request that allows you to select the group (in this case department) and based upon what group is selected it sends the approval to the associated manager/owner.
Has anyone done anything like this or have any ideas of the best way to do this?
So I did end up calling support about this yesterday and they came up with a nice workaround, although it is a bit painstaking to set up. Here is what we did. For each location, we created a change advisory board (CAB). Then we set up an approval process for for each location and assigned the location CAB to the approval process. Next we set up action rules to be triggered when it came for that location meeting the request types. Luckily I only really needed this for 10 locations.
Would love to see a more dynamic approval process based on fields such as location and/or manager.
What is currently possible for the specific case you mentioned (approvals by Department Manager) is to:
Now using the example above, when someone in Marketing puts in a ticket that requires Approval and hits that Approval Process, it will go to Jane for Approval.
If you also defined a "Department Director" role and populated it in a similar way for each Department, you could have Step 1 go to the Department Manager and if they approve it, it would go to Step 2 and request approval from the person holding the Department Director role.
Thanks for the info. I can't use this because I am already using departmental approval for other requests and they do not match up.
Sounds like an enhancement request is the right way to go. My request would be to make dynamic approval processes. If someone selects something, look up some field from AD and send for approval. I have run across a couple of requests where this would be very beneficial, even if it is just a table in the database.
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