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Hi

When a request is sent for approval and the status is set as “Awaiting Approval” - is there a way for the response to reset the status? i.e...

  • if the ticket is approved, then set status back to “Open”
  • if the ticket is rejected, then set status to “resolved” with a note about the rejection.

We do have a workflow that “kind of” works - but wondered if there was a more efficient way using API 

Hi Graeme,
 

As you already have a workflow in place to send approvals for a request, once approved, you can set the action to reopen the ticket, and if rejected to add a note, and set the status as resolved. This is the most efficient method, and there's no need to use an API unless your use case is different from what's mentioned.

Please find the sample workflow image below to help you understand this process.
 

 

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