Lock down approvals

[Andrew Cockburn]

Hi

We have a system where we need to manually set a users manager as an approval, as we don't have the automation available to take the information from Active Directory yet.

What we are finding is some people are logging a ticket and then going in the backend and setting their co worker as an approver, rather than leaving our Service Desk to set the approvals.

Eventually we will automate all approvals, but is there a way to lock it down so that only a group of people can set an approver on a ticket?

Thanks

[Asmath Basha S]

Hi @Andrew Cockburn  Follow the below steps to achieve this.

• To achieve the Approvers can approve, we can use Automation for this.
• Before that you can create a custom field User Picker (multiple users) called Approvers.
• Then in the workflow you can create the approval flow which is shown in the image.

Image 2 :

Image 1:

• After creating the approval flow in the workflow then go to Automation and follow the below steps:
• Trigger - Issue transitioned - Select Transition From Status (Leave blank orelse select the status which you want) and Select transition To Status as Waiting for Approval or whatever you have added in the workflow and save.
• Action - Edit Issue - In this click on the Approvers field and select the users whom you need to add in the Approvers group.
• Then click save and Publish the rule.

[Andrew Cockburn]

Hi

Thanks for the suggestion, I only want to have about 7 people be able to enter a person who can approve the ticket.

For example, is there a way for only me to be able to select who can approve on a ticket, and none of my colleagues?

Thanks