Multiple routes can be explored, we have implemented these in different instances depending on the actual customer requirements:
- Use workflow task behavior and (custom) action macros to write the logic that defines the correct manager, then sets that as the assignee for the task. You can do so on the behavior of the pending task status and add another notification to that same behavior that needs to send a notification to that manager. The question now is how this manager will approve...
- You can also use CA PAM to build logic. We have done setups where for example a task moving into a pending status will trigger an PAM flow that will decide on the correct manager(s) then send them a notification. Another PAM process can then check a mailbox at recurring times and pick up any replies to these approval mails, then either approve/reject the task in question depending on the choice of the manager.
- Alternatively, if you don't have much experience with PAM, you can attempt to set up the mail eater to go approve/reject a certain task. You may run into permission issues this way as maileater does not allow you to update items that are not assigned to you.
- Use CA Service Catalog to handle the approval flows / status flow.