We are currently setting up some bundle Service Requests and have workflows created for a few of the individual items. When these items are approved individually the workflow kicks off to take action.
When using the bundle feature and combining the catalog items into one ticket, it is causing some confusion and issues with the workflow. We would like to use the feature to separate the items into individual child tickets, however there is then an approval process of each of the child tickets as well.
Is there something I’m overlooking, or easy workflow that could be created to link the child ticket approval processes to the parent ticket. This way one approval would address all the child tickets as well.
@ITservicedesk, what is causing the there to be an approval process? Is it done through the workflows you mentioned that are setup for each individual item?
We actually have a generic workflow that if the service request is raised to send for approval. Trying to determine if there is an condition we can set that if the ticket is a child ticket that it would bypass this workflow.
Trying to rethink our generic Service Request approval workflow, as we want to get approval for any purchases. As we allow the individual items to be requested. IE: Laptop, Docking Station, Keyboard combo.
If the accessories are added to the primary service request we would only like to go through one approval but still offer approval process if the accessories are requested individually.
@zachary.king I want to thank you as you have been quick to assist in all our community posts..
No problem, love to help if I can. If you keep the bundles to only generating one Service Request you could apply a workflow that runs on all SRs and adds an approval. Then if you had additional workflow you needed done based on the service items that are a part of the bundle you could build those out isolating them by using “Requested Item” in your conditional.
So for example user requests a laptop as an individual item...boom SR is created and an approval is sent out. But a user sends in a request for a laptop and a docking station using the bundle...still a single SR and an approval is sent out, but you have a workflow that routes SRs that have docking stations to the purchasing department, that would run since the docking station was a part of the SR and routes the ticket to purchasing. May not be the best solution as the laptop service item may not need to go to purchasing but you could get fancy with how you triage those tickets through additional workflows.
The other option would be to build out to approval workflows - One that has a conditional that looks to see if any of your individual service items was selected AND none of the “bundle” service items (remember the bundle generates an SR as the parent anyway), if so then send an approval with that SR. The second workflow looks to see if any of the bundles are selected and sends an approval only on that ticket, not its children.
Hopefully that isn’t too confusing lol