topic Re: Can i add approval step in workflow in Tickets & Conversations

Can i add approval step in workflow

AneesScleraworx — Mon, 31 Jul 2023 12:35:22 GMT

Hi,

I have a requirement when my ticket moves to "Under review" I want some person (account head I will add this as a contact) to approve that budget given in box.

so once the account head approves, the ticket should move to different status under review--> approved.

How can i achieve this in HubSpot Service Hub (ticket configuration or configuration settings anything)

I am new to ServiceHub

Thanks

Re: Can i add approval step in workflow

TomM2 — Mon, 31 Jul 2023 14:42:46 GMT

Hey @AneesScleraworx you could break your workflow down to 2 workflows. Any actions you need to automate prior to the review stage can be done in workflow 1. The second workflow can then run any actions after the review and can just be triggered on the "approved" criteria. You do need something to mark when the head approves though, this could just be a checkbox property that says something like "head approved" which can just be checked. Then you can set this have a true value as being the criteria for your second workflow.

Re: Can i add approval step in workflow

AneesScleraworx — Mon, 31 Jul 2023 19:27:55 GMT

Hi @TomM2 ,

Thanks a lot for your reply.

I did try the approach suggested by you by still wasn't able to achieve my goal.

I would like to rephrase my use case

we do have ticket status

to dd--> Waiting on Us --> waiting on user--> waiting for approval--> accept -->reject -->close

here what I am looking for is

first when the Ticket is in "Waiting for approval"

I have one ticket property as "approved" if I select yes in it, the ticket status should automatically move to Accept

If the value is "No" ticket should automatically move to reject

Now here is the ticket property "approved", the custom field I have created can be a drop-down,simple check box(As you say) anything

the requirement is based on the value of the "approved" ticket property, the ticket should either move to accept or reject.

is it possible

really appreciate your help, and excuse if you have already provided a solution and I failed to implement/understand

Re: Can i add approval step in workflow

AneesScleraworx — Mon, 31 Jul 2023 19:35:55 GMT

Re: Can i add approval step in workflow

TomM2 — Tue, 01 Aug 2023 10:53:25 GMT

Hey @AneesScleraworx Yes you can do this, if you leave the "approved" field empty and only allow it to be updated by the head. You can set your workflow as enrolled on "approved" being known. Then you could do an if/then branch to set it depending on the value.

Something like this:

Re: Can i add approval step in workflow

AneesScleraworx — Tue, 01 Aug 2023 12:59:14 GMT

It worked.

The only thing is every time I am testing this expected to create a new ticket/form, so it is working only once per ticket.

I am assuming I did not enable some property of workflow so that it should run every time the ticket moves to "waiting for HR approval" status?

can you help me with that

Re: Can i add approval step in workflow

TomM2 — Tue, 01 Aug 2023 15:22:34 GMT

Can you use the ticket field updating as a re-enrollment criteria?

Re: Can i add approval step in workflow

AneesScleraworx — Wed, 02 Aug 2023 05:02:15 GMT

Thank you. Everything worked as expected.