CA Service Management

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Support Manager Supervisor Approval

  • 1.  Support Manager Supervisor Approval

    Posted Nov 08, 2016 01:50 PM

    I have an environment with Service Desk R14.1.3

     

    When an user opens a ticket, the group manager of the assigne of that ticket.. receives an email with two buttons (one for approve and one to reject) when he pressed one and when the User opens a ticket in an X category the supervisor (that its define for the user in SDM) of that user receives an approval notification. and this is achieved successfully regarding the below post:

     

    End User's Supervisor Approval 

     

     The case here is to completed the workflow cycle, the customer is requesting to complete the workflow to three more tasks within the same workflow as follow:

    2- support group manager approval

    3- auto assign to the support group

    4- end user verification

     

    How can we accomplish this?



  • 2.  Re: Support Manager Supervisor Approval

    Posted Nov 08, 2016 03:01 PM

    Add these tasks to the workflow?



  • 3.  Re: Support Manager Supervisor Approval

    Posted Nov 08, 2016 03:22 PM

    i did lindsay, but the issue here that i want to make the tasks to work dynamic using the same object attributes as you mentioned in the End User's Supervisor approval, but the issue here is that i cant get the object attributes for the below 

    2- support group manager approval

    3- auto assign to the support group

    4- end user verification