As in the title, I need a ticket type, which has a multi-stage approval workflow. I am fairly new to this platform, and had experience using an in-house application. That system allowed the ticket initiating user to add multiple “agents” in a ticket, where each agent has to approve the ticket for the task to carried out.
I’ll explain what I need. A user will create a ticket. In helpdesk, the ticket type has to be assigned by the agent.
- I might need a different DocType (HD Procurement), where the user fills the details and opens a ticket (Top Right).
- The Team Lead (agent) could either approve, reject or review, the ticket. If rejected, the ticket is cancelled, if review, the user might have to modify the ticket or something. If approved the ticket will move to the pending state (Top Middle), which is the next stage.
- The Finance (agent) can choose to reject the ticket, which will cancel the ticket, or approve it, which will move it to the final stage of the workflow.
- The Agent after the final stage can be the responsible person/team for the ticket, where the agent can choose to reject and cancel the ticket. Or review it and complete the task.
This might be wrong, or missing a few steps, please assume the blanks and could anyone provide the steps to proceed creating this, or if its even possible? I thought escalation policies should be able to do this, but those are for breaches in SLA according to what I understood. The people choosen for the workflow will change depending on the task too.