0

If an automatic approval is deleted by an agent...

Sometimes agents might need to change the details of a ticket that's in the midst of an automatic approvals workflow. 

Currently, the only thing an agent can do is to cancel the approval which may allow tickets that should require an approval process to be solved without jumping through that hoop. Alternatively, an approver will simply reject the approval and the end user would have to resubmit another ticket.

In the event that details in an automatic approval need to be altered it might be better if, when the agent cancelled the 'automatic approval', that approval became in effect a manual approval so that they can change the fields as required, but are still also required to send the approval back out before the ticket can be resolved.

1 comment

Please sign in to leave a comment.