Awaiting Approval Tickets & Previously Approved Requests
Team,
Have three specific features which we get asked numerous times. Below are the details.
1. Awaiting Approval Tickets : If a service request awaiting for an approval, and all three check boxes have been enabled in the workflow in the service catalog format, the ticket wont get assigned to the technician. Although any technician who has access to all the requests will be able to work on the request and inturn resolve the request. Is there any restriction that we can enable for scenarios where " if the request is awaiting approval, it cannot be resolved."
i.e in request closing rules can we have, approvals have be taken action on. Only then can the request be resolved.
2. Approval Actions : If an approver receives an email for an action, the only action that he has at the specific point is either "Accept" or "Reject". Can we have an additional intermediate option for the Approval action since further clarification is needed.
3. Previously Approved Requests: This requirement is specific to a user who has many approval actions requests coming . Currently the approver knows what is pending, but dosent know of prior actions on requests taken. eg if John wants to know how many requests he had approved/rejected , can we have a filter for the same in his view. I am sure through a query report we can generate a report and justify a workaround, but a filter can be important feature for audit purposes.
Thanks
Have three specific features which we get asked numerous times. Below are the details.
1. Awaiting Approval Tickets : If a service request awaiting for an approval, and all three check boxes have been enabled in the workflow in the service catalog format, the ticket wont get assigned to the technician. Although any technician who has access to all the requests will be able to work on the request and inturn resolve the request. Is there any restriction that we can enable for scenarios where " if the request is awaiting approval, it cannot be resolved."
i.e in request closing rules can we have, approvals have be taken action on. Only then can the request be resolved.
2. Approval Actions : If an approver receives an email for an action, the only action that he has at the specific point is either "Accept" or "Reject". Can we have an additional intermediate option for the Approval action since further clarification is needed.
3. Previously Approved Requests: This requirement is specific to a user who has many approval actions requests coming . Currently the approver knows what is pending, but dosent know of prior actions on requests taken. eg if John wants to know how many requests he had approved/rejected , can we have a filter for the same in his view. I am sure through a query report we can generate a report and justify a workaround, but a filter can be important feature for audit purposes.
Thanks