Implemented Suggested 9/23/2019 by Heja
59
votes"Is Approver"
Our Jitbit helpdesk is widely use for inter-department ticketing system, We would like to request for a "Is Approver" in "User" and "technician" as check mark option.The reason behind it is that, most of the signatories or approver are process owner in their department/organization and not necessary part of the helpdesk support group.
At present ticket's we're put on hold if it requires additional approval, the approval process may require additional task from end user... (separate email between requestor and approver) and then posted back as attachment. The process is "not well optimise" as some of the feedback we get from our end users.
Proposal
If we have the option "Is Approver" On, together with custom field [Approve/denied].
We can come up with some automation to the approver forwarding the request via email. Approver can simply login to the ticketing system assuming he/she is a technician or simply clicking the LINKs provided on the email notification if it's approved or denied.
It's something that will help improve the approval process that may require in the ticket. it will also help optimise the flow and improve response and resolution time of the ticket. Also the information is saved can be very useful in the future for report analysing.
Please note that approvers are process owner from team lead, up to executive. Some tickets may require more than one approval. (e.g supply chain approval and warehouse approval).
For your consideration
Heja
9/23/2019 4:21 AM
We've also reviewed the link "approval workflow example" https://support.jitbit.com/helpdesk/KB/View/23011028-ticket-approval-workflow-example though we tried this first on our end it simply cannot meet the requirements of the organisation as a whole.
Heja
10/29/2019 8:39 PM
I wonder if this has been reviewed, I can share some more input let us know.
Alex
4/8/2020 2:39 PM
Tech
Most likely, what we're going to add is a new setting for custom statuses - "for managers only", so only someone with a manager role can "approve" a ticket.
Henry Siy
6/4/2020 1:25 AM
This is great!!!
Heja
11/19/2020 12:05 AM
@Alex, kindly share how is manager does the approval?
Heja
11/19/2020 2:06 AM
@Alex, just for clarification based on Jitbit definition of "is manager" ("Managers" can see and close tickets from other users within the same company).
Can we please have an option to limit the use of "is manager" to department he's in instead of company. This will allow "is manager" to view ticket request within his department. Like "administrator" the current scope of "is manager" in relation to ticket view is a serious issue in our company due to data privacy. thus "is manager" function is not being used.
The implementation of "is manager" leans toward managing the support technician. Our request for "is approver" is different, its intention is to give client manager (perspective) easy access on tickets created by their staff for easy approval. They don't need to see other tickets created by other departments nor option to close tickets (its not necessary, just a clutter for them).
sharing example:
1. HR staff: sent ticket requesting for laptop replacement
2. IT technician: looped in HR Staff immediate head ("is approver'") and finance head ("is approver") for approval
Both "is Approver" and is not necessary "is manager" and definitely not a support manager.
3. Once approvals are received, IT Technician will process the request.
Hope your team consider improving the "is manager" and consider "is approver"
Can we please have an option to limit the use of "is manager" to department he's in instead of company. This will allow "is manager" to view ticket request within his department. Like "administrator" the current scope of "is manager" in relation to ticket view is a serious issue in our company due to data privacy. thus "is manager" function is not being used.
The implementation of "is manager" leans toward managing the support technician. Our request for "is approver" is different, its intention is to give client manager (perspective) easy access on tickets created by their staff for easy approval. They don't need to see other tickets created by other departments nor option to close tickets (its not necessary, just a clutter for them).
sharing example:
1. HR staff: sent ticket requesting for laptop replacement
2. IT technician: looped in HR Staff immediate head ("is approver'") and finance head ("is approver") for approval
Both "is Approver" and is not necessary "is manager" and definitely not a support manager.
3. Once approvals are received, IT Technician will process the request.
Hope your team consider improving the "is manager" and consider "is approver"
ro
4/17/2023 7:38 AM
Not working as expected or maybe intended.
Users who can approve setup according to the KB article are also 'techs', you need a big license to add and use these 'approve' users, these users are most time no techs or admins but 'department managers' with only user right.
A fix is very easy (but must be added by jitbit), just add the option to the menu custom statuses the option 'specific users' (as used in categories), here you choose then these users also which may approve, just as you did in the category option.
When this is added you can use the 'approve' system with normal users without having extra licenses
Users who can approve setup according to the KB article are also 'techs', you need a big license to add and use these 'approve' users, these users are most time no techs or admins but 'department managers' with only user right.
A fix is very easy (but must be added by jitbit), just add the option to the menu custom statuses the option 'specific users' (as used in categories), here you choose then these users also which may approve, just as you did in the category option.
When this is added you can use the 'approve' system with normal users without having extra licenses
Alex
4/17/2023 9:10 AM
Tech
Robert, this is the reason we've added "For managers only" option that does not affect pricing. I've updated the KB article to reflect this.
ro
4/17/2023 9:41 AM
@alex
For managers only is not workable because then that user can see and answer ALL tickets of the department, that is unwanted behaviour.
We do not want people who may approve something read, reply tickets which do not have anything to do with the approval to be accessed by 'manager', the 'manager' should only see/handle tickets which are assigned to him/her, nothing more nothing less
Sometimes someone who is allowed to approve (budget reasons) does not have the rights to see tickets (of same department) regarding problems of an other kind (technical issues) from other users from his/her department.
This 'is_manager' option was a good idea but lacks the option to be configured what this manager can and cannot do, now it is all or nothing.
For managers only is not workable because then that user can see and answer ALL tickets of the department, that is unwanted behaviour.
We do not want people who may approve something read, reply tickets which do not have anything to do with the approval to be accessed by 'manager', the 'manager' should only see/handle tickets which are assigned to him/her, nothing more nothing less
Sometimes someone who is allowed to approve (budget reasons) does not have the rights to see tickets (of same department) regarding problems of an other kind (technical issues) from other users from his/her department.
This 'is_manager' option was a good idea but lacks the option to be configured what this manager can and cannot do, now it is all or nothing.
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