Hi,

I'm trying to figure out the best way to implement a request approval in our environment but i seem to miss something and hope there is a workaround for my issue...

 

Here is the scenario typical for our company: We have a Requester  who submits a service request with some kind of form attached to it. We have an Approver who is not a technician but has the authority to approve or deny the service request coming from Requester. And we have a Technician who performs a data import to corporate database based on the form submitted with the request.

 

In our case, the workflow should be as following: '

 

1. Requester creates a service request. 

2. Approval request is sent to Approver for validation, confirmation notification is sent to Requester.

3. If Approver approves the request - it gets assigned to Technician , Requester gets a notification that the request was approved by Approver and now assigned to Technician

4. If Approver rejects the request, Requester  gets a rejection notification with comments why the approval was denied. Requester corrects the attached form and re-submits the request for Approver's approval.(or the request is being submitted automatically once updated)

 

So far I can get the approval to be sent automatically to Approver, but when Approver rejects the request - Requester  receives a notification but the apporval status is not visible in End User Portal and there is no way for the requester to amend the contents of the service request so it would be sent for approval again automatically.

 

The purpose of entire thing is to eliminate the extra work of Technician (being kind of "Router" in an approval process between Requester and Approver) and have him receive the request only then it was approved by Approver (no matter how many times Requester  had to amend the request to get it approved)

 

Hope this makes sense..

 

Thanks,

Miron