Approval process workflows
A major feature for any helpdesk is the ability to create workflows for ticket requests or changes. This can be automatic, so if this is requested, please email this user in contacts for approval, or the approver can be manually selected on the ticket/request ie software install, file share access or new equipment. IT facilitates and implements company/business decisions. Having an approval process would go a long way in helping a company meet ITIL framework requirements.
Andrew ODonnell
shared this idea
Hi,
Great news! Your idea has been approved and is planned for implementation.
We appreciate your contribution and will keep you informed about the progress and expected release date, as well as here in the portal.
Best regards,
The Atera Team
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Sam Sam
commented
This is available now but is a manual process for ticket workflow. https://support.atera.com/hc/en-us/articles/22963600642460-Manage-ticket-approval-requests . It would be awesome if we could automatically require all tickets from a company go to the main contact for approval requests
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Kenneth Lo
commented
Yes, agree with the ticket approval part, some company got internal control that all support requests require approval from the direct supervisor. so the simple workflow with email is very important, and reading AD or other IdP org structures is also important.
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abigael abigael
commented
Approval flow for tickets. If X approves it, then the ticket is moved to their manager
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abigael abigael
commented
Missing “Submit for approval” feature under actions, where the potential approver can see the original request and an optional note from technician.
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mike kent
commented
Yes, I agree with this. Just to expand. I feel this is particularly important in regards to Change tickets.
With any Change there should be an option for peer review and approval from colleagues. This should be reflected in the status of the ticket. In other ticket systems I have previously raised a Change --> Set my Approver --> An email has been generated that has gone to said approver whilst the status of the change has set to 'Awaiting Approval' --> My colleague has reviewed the change, made any constructive comments as to the change itself --> I would then review and on any comments and resubmit for approval (this step would not be done if the change was approved in the first place) --> The approver would then approve the change and it would go into the state of 'Approved' meaning it is fine to proceed.
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Rob Riccio
commented
Really, the ability to send a message to anyone other than the requester, without having to change the requester, would be a big step up. Currently the 'to' field is just always the requester and cannot be edited or removed.
It is pretty standard to have external tech vendors these days for certain services and applications, and also pretty unusual that folks would want end users copied on those communications.
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Andrew
commented
Customers would like the ability to 'vet' their staff's requests, approving them for action in our portal before we action them.
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Carlos Carrasquillo
commented
Would be nice to have a list of applications in the portal. Each application would have a contact (the approver). When the end-user submits a ticket to gain access to such application selected from the list, the system will automatically send the approver contact an email. Once the approver accepts or declines the request, it will be converted into a ticket.