4 Replies Latest reply on Jan 8, 2018 9:31 AM by fluffy midnight

    How to deal with denial in a multi-step approval process that uses CAB

    Prayag Pal

      We're faced with a unique situation where we're required to implement following approval process.

       

      HelpDesk User Raises a Request and Provides All Necessary Information >>>> as First Step Sales Team (which is a 2 member CAB) needs to approve this request as valid before it can be sent for further approval steps before assigning to a Tech Group for execution.

       

      Our Sales Team CAB needs 1 of the 2 person to approve for the process to go ahead and that part works fine.

       

      However when there's a problem with the request / its not valid, one of them Denies the request and the ticket remains in 'Pending for Approval' state, rather than getting marked as 'Denied' and closing the ticket.

        • Re: How to deal with denial in a multi-step approval process that uses CAB
          fluffy midnight

          This is not possible, if the representative needs to deny the request so that they can get additional information, they need to request it rather than denying it.

           

          If you deny the request, you cannot undo the denial choice and therefore you cannot undo the denial once it is made so a new ticket will be required before another approval process will start.

          • Re: How to deal with denial in a multi-step approval process that uses CAB
            fluffy midnight

            If you are simply wanting the Status to not change or to change to something else, you can go and configure this as follows:

            • Re: How to deal with denial in a multi-step approval process that uses CAB
              Prayag Pal

              fluffy midnight

               

              Thanks a lot for responding to my query. Since the response went on a slightly different direction let me try and explain it again.

               

              1. In this process there are multiple level of validations, the first step is carried out by a team of two employees and 'ANY' of them can verify the request and 'APPROVE' the request for further chained approvals. That's why we're using a CAB where 'At least 1 approver' is required to proceed on the Approval tree

               

              2. However, it is also true that, in case 'ANY' of these two finds the request to be 'Invalid' and he/she just wants to 'Deny' the request, the system should mark the 'Request' as 'Denied' and stop processing further steps + we also inform the requester about the denial, which leads to the requester opening a complete new request.

               

               

              [While this is the desired workflow / process, this is what we're not able to 'achieve'].

               

              When one of the CAB members press 'Deny', the system keeps the status of the ticket as 'Pending Approval' 'cause it's still waiting to see 'if the other CAB member approves the ticket'. And business users viewpoint is, in case even one of the team member finds the request to be 'Invalid' and they register that decision by pressing 'Deny', that's good enough to 'Deny' the request and close the process then and there. It remaining in 'Pending for Approval' needs the other CAB member to press 'Deny' as well. Or else it remains in 'Pending Approval' until someone complaints that the process is taking too long and someone needs to manually sort this out.

               

              So we're trying to figure out a way, where a single member can 'Approve' as well as 'Deny' a request without the need for other members to look into that request.