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We have a scenario where the CEO reports to the Board of Directors Chair, which syncs from AzureAD, and so all of our automated approval workflows send approval requests to the Chair when the CEO is the requester. 

We wish to have the CEO be able to self-approve their tickets (as all requests within Fresh are within their delegation). We have set the Delegated Approval within the Chairs profile, but it seems this does not work when the ticket is within a Restricted Agent Group - they get ‘you cannot access this page error’ (even though they are logged in, and have delegate approval).

 

Does anyone have any ideas on how to get around this / or ideas on how to best manage this? I don’t really want to turn off the restricted group (as it a HR group). 

Currently, the Agent of the ticket has to remember to manually send an approval to the CEO, and cancel the one sent to the Chair

can you add a condition into your workflow for when the requestor is the CEO and have it branch off so that those approvals will be different?

In the scenario you described, where the CEO reports to the Board of Directors Chair and workflows involve approvals, resolving the issue of self-approval within a Restricted Agent Group is crucial. One potential solution is to customize the approval workflow logic to recognize the CEO's specific role, allowing for self-approval regardless of the group restrictions. Alternatively, explore Fresh's documentation or support channels to ensure proper configuration of Delegated Approval within Restricted Agent Groups, ensuring a seamless and compliant process.

can you add a condition into your workflow for when the requestor is the CEO and have it branch off so that those approvals will be different?

I think that’s possibly the only way, but is a lot of manual adjustment to quite a few workflows

UPdate from Freshservice support is that there is currently a bug. Delegated approvers should still be able to see /approve if the ticket is in a Restricted group.

Should be fixed by end of April ‘24

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