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Topics started by bruce.imber

2 Topics

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bruce.imberTop Contributor
asked in Portal/Knowledge Base

Onboarding requests

By default, a list of Onboarding requests with pending approvals are displayed on the home page of the support portal.  This list is only viewable by the person who created the initial request.  When this person is on PTO, we have no way to see this list.  We are unable to Assume their identity as they belong to Restricted groups.Has anyone come up with a way to see this list?Thank you.

1
PatrickMurphy
Skilled Expert
1 year ago
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bruce.imberTop Contributor
asked in Automations

Approval emails

We would like to improve our approval email process.  We have the approval emails go out for certain Service Request tickets that need manager approval.  If the approval is not done within 48 hours a reminder approval email is sent out via the “Send a reminder to approvers every X hours” box being checked.That takes care of half of our issue.  The second half is to find a way to auto close the ticket if the approver has not responded within 5 day of the first approval email that was sent out and email the requester that the approval wasn’t done and the ticket will be closed.Currently we do this manually.  Someone checks the tickets as to why there is no activity and then has to contact the approver or just close the ticket.After talking with FW, they don’t have a way to do this.  I was wondering if anyone has come across this and figured out a way to make it work.

6
B
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1 year ago

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