One of the most common use cases for Status Workflows is the single-level approval, where only one approver is needed to send the ticket on to the MSP to fulfill.
Follow these best practices to get it set up properly.
If you require multiple steps in your approval process, please see this article.
Step 1: Build Your Approval/Denial Flow
- Navigate to Partner > Settings > Status Workflows (on the right-hand column under Configuration)
- Select the +Add button at the top right to add a new Status Workflow
- Set up your approval flow:
- For the Label, set it to Approve this Ticket or similar
- For the PSA Status, set it to an approved status from your PSA
- Select the checkbox for Log approval on selection
- If desired, fill out the Set Priority field to change the priority of the ticket as it's approved
- As usual, this must be an existing priority in your PSA.
- Under the section to Show when ticket has one of these PSA statuses, set the status to your approve/deny trigger.
- An example status could be "Waiting on Internal Approval".
- For Show when user group is, drag Admins to the selected column and remove Everyone.
- Select Submit to finalize the options.
- Repeat the exact same steps (1-3) for your Deny this Ticket status, with only the following changes:
- Set the Label to Deny this Ticket or similar
- For the PSA Status, set it to a denied status from your PSA
- Select the checkbox for Log denial on selection
In the end, you should find yourself with two statuses (Approve this Ticket and Deny this Ticket) that are triggered by the same PSA status.
In order to expedite approvals in the future, it's a great idea to set up a token for your default (and typically initial) approval required status that you can quickly pop into tickets. This status is what will end up triggering subsequent approval flows, whether they're single-level or multi-level.
- Navigate to Partner > Settings > Tokens (on the right-hand column under Configuration)
- Find and edit the @DefaultApprovalNeeded token
- Set the value to your trigger status (case sensitive) - the status that triggers the Approve/Deny workflows we set up in Step 1.
- In our example above, this status would be "Waiting on Internal Approval"
- Select Submit to save your settings.
With all the steps above set, you can go about your portal usage as normal. When a ticket requires approval, you must trigger the approval process by invoking your status workflow. Here's how:
- Create a ticket in either the Problem Reports or Service Request areas
- For general details on how to create tickets, please see this video.
- On the Routing tab, find and check the Is approval and email notification required? box
- This will notify the approvers that there's a ticket for approval in the portal.
- It will also trigger the status workflow setting.
- Set the PSA Status with your @DefaultApprovalNeeded token we created in Step 2
- You can also simply write in the status as-is, without a token - but it's recommended to use a token for future flexibility.
- The Approver List, if left blank, will use the status workflow approvers we defined earlier.
- Most choose to leave this section blank.
- If you write in any specific email(s), the approval workflow will only notify those listed people.
- Select Submit at the bottom of the ticket to finalize your settings.
All set! Now that your approval statuses are set up, you only need to repeat step 4 for any tickets that require approval.