Agent Group - Approvals

We’d love to have approval groups - not necessarily only agents though.  Often we have approval needs based on a non-Freshservice role such as “legal team approval’   Legal does not want to use Freshservice so they are all Requestors and not agents.  Or “HR approval” where we have half the team in Freshservice and half are NOT agents.  It’s really hard to set up workflows so we’re stuck with manual tasks instructing agents to send an approval to named individuals.

Would love to see more mix/match for groups where agents can be treated as requestors when it’s appropriate.

Would love to have this featured sooner than later.

Ya the new approval funktions have groups ish, you can list group and select members of the group to send out approval to. 

Having just be able to select agent group or requester group would be great. 

Yeah, having for forward to specific people makes administration rather tedious and cumbersome. It requires the SMEs to remember which workflows need to be updated whenever someone moves in or out of a team. Our agency is quite large and has a lot of forms, a lot of which have agent approvals. This would be a massive overhaul. It also requires people to remember to advise us when members of their team leave (which does not always happen). We would need to create solution articles documenting who is in what workflow to ensure they all get updated. This is not good practise. 

I use custom objects for all my approvals so I don’t need to edit the flows. But still not as good as just need to manage agent groups or requester groups. 

So maybe a Requester Group approval also? Would also be useful if have to hard-code a specific person to approve a Service Item / Service Request - that this records in a separate location so you only have to go to one place in order to find out this information and update instead of trying to remember which workflow it is a part of.

Hi ​@Daniel Söderlund - how are you using custom objects for approvals? I just asked Freshservice support about this today and they told me its not possible. Any information would be greatly appreciated. Thanks in advance!

There are a show case in the forum how you can use CO for approval flow and build groups with custom objects. 
But that was before the new approval system. 


This is the structure I would go for ( basic) 

Fields in the CO

In the WFA, 

Read node 
Service item is Service item 

You could have conditions if any of the Approver x have a value do 

Approver Action 
use the placeholder from the reader node Approver one, Approver two, Approver three, Approver forth
Don't matter if one more more are blank.

Condition if Requester group ID  has a value ( same with agent group ) 
webrequest node requester , https://api.freshservice.com/v2/#list_members_of_requester_group

webrequest  for agent https://api.freshservice.com/v2/#view_a_group
Parse node 

Web request node: https://api.freshservice.com/v2/#create_approval_groups
You can pick the root.requesters.id place holder something like this 

{
	"name": "HR Team Approval Group",
	"approval_type": 2,
	"email_content": "Your approval email body goes here.",
	"approver_ids": {{P1.root.requesters.id}}
}

For agent it should be something like {{P2.root.group.members}}