You should be able to add specific email templates to a workflow to be able to ask the approver specific questions so that the approver can add specific information that needs to be answered prior to the process being forwarded to another team. Or the ability to hide the approval and reject field from the email and forward them directly to the portal (for specific forms) that gets them to fill in fields before they click the approval button.
New Idea
Approvals - Ability for the Approver to Answer Questions
+14- Top Contributor ⭐
You should be able to add specific email templates to a workflow to be able to ask the approver specific questions so that the approver can add specific information that needs to be answered prior to the process being forwarded to another team. Or the ability to hide the approval and reject field from the email and forward them directly to the portal (for specific forms) that gets them to fill in fields before they click the approval button.
You can with the new approval action create your own message. ( You could do that with API before )
You should be able to add specific email templates to a workflow to be able to ask the approver specific questions so that the approver can add specific information that needs to be answered prior to the process being forwarded to another team. Or the ability to hide the approval and reject field from the email and forward them directly to the portal (for specific forms) that gets them to fill in fields before they click the approval button.
You can with the new approval action create your own message. ( You could do that with API before )
Can you hide the reject/approval buttons though when doing custom approval messages? I thought these were either on or off globally?
+14- Top Contributor ⭐
You should be able to add specific email templates to a workflow to be able to ask the approver specific questions so that the approver can add specific information that needs to be answered prior to the process being forwarded to another team. Or the ability to hide the approval and reject field from the email and forward them directly to the portal (for specific forms) that gets them to fill in fields before they click the approval button.
You can with the new approval action create your own message. ( You could do that with API before )
Can you hide the reject/approval buttons though when doing custom approval messages? I thought these were either on or off globally?
Good question, I think I misunderstood the Idea.
We have delegates that need to add information into a ticket before it is to be progressed but there is no separate screen we can add approver only fields for them to answer.
Therefore, we have had to create child tickets and make the approver the requester. Turn off the reject or approve option from the emails in order to make them navigate to the support portal and then add the required fields into Field Manager and only show them via rules (all while adding tags to the child ticket to name the form) so it only shows the fields required for that specific form. Then have the write back to the primary ticket once it is approved and close the child ticket automatically.
This creates its own problems (being that it is a different ticket number and if the primary ticket is closed having to close off all the associated tickets and if the primary ticket is re-opened it could create a brand new tickets, etc.). However, this has been the way we have managed to make this work and is not a good workaround. What would be better, is if you create create screens for the approver(s) to add extra information into the form or add the fields into the Service Item but then create a rule to say only to show those fields and make them editable for certain people in the workflow.
+14- Top Contributor ⭐
My first thought was to use the Journey module. Have you looked at that ?
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