How to automatically add a approval request using Update ticket trigger
An approval process is a set of rules and procedures, based on data, that enforce processes and workflow to require the appropriate people to review, approve, and reject requests.
Approval Fields
Approval Fields are essential components used in an Update Trigger within an automation. They are designed to help track and manage approval requests. This user guide will explain the purpose and usage of each Approval Field.
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Fields |
Field Data Types |
Description |
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Ticket Approval Request Count |
Int |
Use this field to monitor the number of approval requests associated with a ticket. |
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Ticket Approval Approved Count |
Int |
Utilize this field to track the count of approval requests that have been successfully approved. |
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Ticket Approval Rejected Count |
Int |
Utilize this field to record the number of approval requests that have been rejected. |
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Ticket Approvals All Completed |
Boolean |
All the approval request from the ticket is completed – i.e. No pending from approver as the approver may either approved or rejected approval request. |
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Ticket Approvals All Approved |
Boolean |
All the approval request from the ticket should be approved by the approver. |
|
Ticket Approvals All Rejected |
Boolean |
All the approval request from the ticket should be rejected by the approver. |
Event Type
The following fields are included in the Event Type.
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Fields |
Description |
|
Approval Request Created |
The "Approval Request Created" field is a fundamental element in tracking and managing approval workflows. |
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Approval Request Updated |
The “Approval Request Updated” field is Edit the Approval’s subject or description. |
|
Approver Approved |
The “Approver Approved” field indicates that the approver has approved their approval request. |
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Approver Rejected |
The “Approver Rejected” field indicates that the approver has rejected their approval request. |
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Approval Request Completed |
The “Approval Request Completed” field is approval request have been approved or rejected by approver. |
|
Ticket Approvals All Completed |
All the approval request from the ticket is completed – i.e. No pending from approver as the approver may either approved or rejected approval request. |
Approval Name
- Approval Name field is used in Update trigger in automation.
- The Approval Name field is the subject of an Approval Request
- The event type should be added if the rule contains the approval name, and it should have one of the following fields:
- Approval Request Created
- Approval Request Updated
- Approval Request Completed
Approval Status
- Approval Status field is used in Update trigger in automation.
- Approval status typically refers to the current state or condition of an approval request or process. It indicates whether an item or request has been approved, rejected, completed.
- If the rule has the approval status, the event type should be added.
- If Approval Status is Requested, the event type should be Approval Request Created.
- If the Approval Status is Approved or Rejected or Cancelled, the event type should be Approval Request Completed.
Approval Request
- Add Approval Request action is used in Create Trigger and Update Trigger in automation.
- The Approval Request action is used in the automation to produce the approval request in the ticket. The following conditions and requirements apply to the Approval Request action.
Note:
- Each approval request can have a maximum of 25 designated approvers.
- An approval request type should be included if there is more than one approver.
- The approval request type can be one of the following:
- Anyone: You require confirmation from someone that you have been selected approvers.
- Everyone: You must have all approvals that you have been selected.
- Majority: You must have majority approval that you have been selected approvers.
- The subject field is mandatory, and the additional details field is optional.
- The subject should not be more than 255 characters.
- Designated approvers should get mail when an approval request has been executed.
- If there is an agent assigned to the ticket, they will receive a separate mail with approval details.
Rule Creation Steps for Approval Request Action
Use Case:
A typical use case of the approval fields in condition and to create an approval request in action is as follows, To download a software application on your laptop, you might need to follow a protocol. To begin with, it is recommended that you create an approval request to your manager while creating a ticket, asking for permission to download and install the application. Once the request has been approved, it is required to submit approval request to the software team which will be take care by automation workflow as stated below,
- Select the Admin module.
- Choose Update Triggers from the Ticket Automation menu.
- On the top of the screen, click Add Rule to begin creating a new rule
- Provide a suitable name and description for the rule on the Create Rule screen. This information will help identify and describe the rule's purpose.
- Set the condition as Event Type and Approval Name and Approval Status. This condition is used to trigger the rule.
- Click Next to proceed and configure the desired actions to be applied to the tickets when the condition is met.
- In the ‘Action’ section of the rule creation process, select the Add Approval Request action.
- Configure the approval request parameters:
- Specify the designated approvers (up to 25).
- After selecting two or more approvers, select the approval request type.
- Fill in the subject field (mandatory) with a concise description (up to 255 characters).
- Optionally, provide a description for additional context.
By following above steps, you can create a rule that generates approval requests based on approval fields conditions in the automation.
