Skip to main content
Visit Freshworks.com Visit Freshworks

Hi, we’re just starting to try to get automation working within FreshService change management.  

Two queries have emerged so far.  

  1. For the email notification to CAB members, we want to remove the approve/reject buttons at the base of the email but still allow email approval by replying with the words approved/rejected etc. on the first line. If we uncheck the box for email approval on the notification the button disappears but we can’t then reply to approve/reject.  So question is more about whether the underlying code can be customised.  Reason is the buttons launch wrong mail client sometimes or wrong version of mail client on some machines. 
  2. We have an approval workflow set to two CAB members with either able to approve, and this works OK.  But for the rejection of changes by CAB, BOTH have to reject for the workflow to pick up the change being rejected and the workflow to kick in.  If just one rejects, then the rejection gets logged into the change ticket but change stays at awaiting approval. Am I missing something obvious? 

we’ve been working with support on this and though our ask is simple we’re not getting any progress

 

2 people in the CAB - either can approve and change moves to next stage (works fine)

either can reject and change gets rejected (doesn’t work)

 

anyone else managed to get this working?

@AndyRussell - What “approval” type do you have? If it’s set to first responder, then it will take the first vote. I would have to go check, if majority or “Anyone” would make a difference. 

 

Although I would challange, why have a process where a change can be rejected, but continue for approval?

Thanks Roxwell, we’ve tried both ‘any’ and ‘all’ as approvers so are happy with the way they work, and it is illogical than someone can reject the change but it stays at waiting for approval status unless there is only one person in the CAB.  Our multiple CAB’s will have 2-3 people in each.  FreshService have now confirmed that the way the rejections work is a known issue and it’s on their list to be reviewed and probably changed.  So we know now it’s not just ‘us’ or the way we’re using the software. I’ll have to see if I can find a way to detect a single rejection as part of a workflow automation to force the status. 

A different support person at Freshservice found the answer, if you set ‘first responder’ in the approval email workflow then any one in the CAB who approves sets it to approved but more importantly a single rejection from a CAB member marks it as rejected so the workflow can detect that and move the status to rejected.  So that appears to be the answer, how you select who can approve from the CAB. 

Reply


Terms of Use