Hi,

We will soon be using the Freshservice onboarding process for new employees. Some permissions for our ERP system need to be approved by designated business champions. We use “custom objects” and the “workflow automator” with the “reader function” to select the appropriate approver.

So far, so good—the approval is sent to the right person. However, the challenge is that these approvers are not Freshservice agents, just regular requesters. Without agent permissions, they do not receive/reach any information from the onboarding process, such as the planned role in the ERP system. This lack of information prevents the approver from making an informed decision.

We created a second “workflow automator” with the following setup: Event: Ticket is updated, Condition: Approval Requested, Action: Share ticket with Approver. Unfortunately, this is not working, and the ticket is not being shared with the approver.

Our question is: How can we make the onboarding information available to the approvers that are not agents, or how can we automate ticket sharing to ensure they have the necessary information for approval?

Thanks for your help, 

Stefan