ticket approval process

vikkinaa

Hello, I need help with the approval process. The idea is - Department Manager, Department Member and Approver. When a user sends a ticket, I need the ticket to go to the approver and the department manager, but only the approver can approve it and then the ticket is automatically assigned to one of the department members. Is there a way to set this up? I tried adding a form visible only to agents, where you can choose whether it is approved or not. But all agents can edit it. You can imagine it as a request for some material, where the head of the department sees the request but it has to be approved by the head of the entire company and then they can do whatever they want with the ticket. Thanks

KevinTheJedi

vikkinaa

Create a Department called “Approval” or whatever, add the approvers to this Department, and route all new Tickets to this Department. That way when a Ticket is created it will go to the approvers, they can review it to see if it can be approved, if so they can Transfer the Ticket to the needed Department and assign it to whatever Agent/Team is needed.

Cheers.

vikkinaa

KevinTheJedi
Great idea, but given the large number of tickets that the approver has to approve, can't you just automate the ticket assignment after approval? Thanks

KevinTheJedi

vikkinaa

No, once a Ticket is created no automatic actions can apply. It’s all manual after creation.

Cheers.

Daedalus01

A thought and maybe it will work or not. For each specific department, have the ticket assigned to the "approver" agent. The department head and everyone else will still be able to see the ticket in the queue. "Approver" can either get the items approved or denied and then handle the ticket either by assigning it to a department member who will work the ticket or close it out saying "Denied".

edit -- I Just saw the other post.