How can end users action a ticket waiting for approval with end-user portal ?

 
Author
Message
SysAider
6
 
Hi SysAid Team,

I am using end-user portal to let end users opening a request like new comer workflow.
After requester submits a request, it is needed requester's manager to approve.
However, manager cannot see the request in 'View Your Service History'. So, this request is never get approval.

How can this manager approve the request ?

P.S. I am using v17.3.57 b2, on premise version.

Rgs,
Noraset
Elite SysAider
147
 
Have you built a request subtype with a workflow tab that includes an action item for the related template assigned to the requester's manager?
The action item should include the "Approval" field.

https://www.sysaid.com/onlineaid/legacy6/EditRequestTemplate.htm
SysAider
6
 
Hi alefabian,

I built subtype including action items. In action item tab, I placed Approve field.

For my question, let I ask in another way;

How can manager know that there is a pending request for approval after requester sent a request ?
Is there any menu that manager can access to see pending requests ? So that manager can click the request and, then, do approval.
Elite SysAider
147
 
When the action item is enabled, the manager can receive an automatic workflow notification. The notification should contain the link to the action item on the End User Portal - or the approval/deny link embedded on it.

Check if Workflow Actions is enabled, under EUP settings.
SysAider
6
 
Hi alefabian,

Thank you for your answer.
Anyway, I disabled automatic email notification because I cannot change standard content and recipients in SysAid email template.

Secondly, what if manager accidentally deletes the mail ? Is there any other way to go the request by himself ?
Elite SysAider
147
 
Managers has to know how to monitor workflow actions on EUP. The list of pending actions is visibile under the "Workflow actions" on EUP.

Regarding the recipients, SysAid is able to define the actual recipients dynamically according to the requester or other conditions - Eg. an action item can be assigned to requester's manager dynamically.
SysAider
6
 
Thank you Alefabian. I can use "Workflow Actions" menu with some workaround.
Elite SysAider
157
 
Question: Is there a way to link to the action item tab in the workflow notification that goes out?