In this lesson we will cover:

– Head of the Users default Department

– Create an Approval Process for The Users Manager to Approve

Head of the Users default Department

Should the End-User be part of a Department, the member of that Department that is marked as the Head of Department will be used as the approver for this step. Department managers (Approvers) can be added in the user roles section of config: Configuration > Users > User Roles.

Set the user role for the department manager then add the user role for the users. Next setup processes for the approval. Finally attach the approval process to the ticket type under the defaults tab of the ticket, now when a ticket is logged of this type, it will require manager approval. 

Create an Approval Process for The Users Manager to Approve

To do this, set up roles that you can assign to users based on the departments made at the organisation level (Configuration > Organisation): 

Fig 1. List of User Roles

Creating a Role for Users in i.e. the HR Department

Fig 2. Setting a Basic Member

Creating a Role for the HR Department Manager:

Fig 3. Creating the Department Manager Role

Then create the approval process in Configuration > Tickets > Approval Processes > Set up Processes.

Fig 4. Setting up the approval process

It is important to keep the auto approvals off.

Fig 5. Approval Process Settings

Create a ticket type and add the approval process and the below workflow on the details tab of the ticket type, obviously you can configure both of these to your specifications.

Fig 6. Configuring the Ticket Type

Fig 7. Configuring the Workflow to include an Approval Process

Now when a ticket of this type is logged by a user with a department manager, the manager must approve it before any agent can work on it (because there are no actions allowed before the approval process step in the workflow). Impersonating the department manager user, we see they have approval options for the ticket (the ticket is found in the "My Tickets" module on the end user portal):

Fig 8. Accept/Reject Options visible for the Department Manager on the Self Service Portal

Now the approval has been granted by the department manager, the agent has actions on the ticket, meaning work cannot be carried out by the agent until the approval is set to accepted and the workflow moves step:

Fig 9. Ticket Granted Approval by the Department Manager