How to insert Approvers for 2 layers approvals?

[Dona Dianisya]

Hi,

I have a problem setting the approvers for that kind of workflow (pic.1) for my company because when I move to the Approvers field (pic.2), that was only 1 field of Approvers that can visible. The line "Waiting for Dept. Head Approval" must be contained for 1 head but it depends on each department. So the Dept. Head Approvers should be different depends on the tickets that were created by the user.

How can I set up the Approvers for that kind of need? I knew that the Approvers are not mandatory to be an Agent, so we don't have to create a group for Approval, right?

Could anyone guide me in setting up the Approvers for my case?

I really appreciate anyone who would guide me to set up my need.

Thanks in Advance :)

[Alex Koxaras _Relational_ · Accepted solution]

Hi @Dona Dianisya 

First of all let me inform you that Approvers is a multi user field, meaning that you can pick more than one approvers. One you've activate your workflow, you will be able to setup your approval (if one or more approvals are needed).

My main question is who is going to decide/assign the approvers. Is it going to be automatically based on the reporter, or the agent is going to decide? 

[Dona Dianisya]

Hi @Alex Koxaras _Relational_ 

We want to set up the Approvers automatically assigned based on the reporter. So, how to set it, because in layer "Dept Head Approvals" there have many Approver names but will only assign 1 Approver which is their dept head. And the layers of "IT Head Approvals" were set up for just 1 person.

I will appreciate your answer to help me with this kind of case.

Thanks

-Dona

[Alex Koxaras _Relational_]

Out of the box, this can't be done. Do you have install any app on your instance, such as JMWE or script runner?

[Dona Dianisya]

How about the agent that will be going to assign the Approvers? Is it possible for that 2 layers of Approval? @Alex Koxaras _Relational_ 

[Alex Koxaras _Relational_]

What I would do is:

• Create one more custom field (multi user) called Head IT Approvers
• Assign this field to the Head IT Approval 
• Have the agent set in the beginning the two people who are going to approve this request:
  • Approvers field will be used for the Dept Head Approval
  • Head IT Approvers field will be used for the Head IT Approval status

In theory the above should work, although I haven't tested it. Would that solution work out for you?

[Alex Koxaras _Relational_]

Hi @Dona Dianisya 

Did you manage to accomplish what you wanted? If yes, kindly mark this answer as accepted, to help others in this community.

Thank you! 

[Dona Dianisya]

Hi, @Alex Koxaras _Relational_ 

Yes, I have tried your suggestion and it's working for me. Thanks a lot for your help.