Apply an issue approval process in a request queue

Last update: March 26, 2025

CREATED FOR:

  • Intermediate
  • User
PREREQUISITES

The video explains the process of applying a default approval process when creating a request queue. ​ When a request is created, it starts with the status “New - Pending Approval,” and an approval notification is sent to the designated approver. ​ If approved, the status changes to “New,” allowing assigned individuals to begin work. ​ If rejected, the status may incorrectly revert to “New” due to a common mistake in the approval process setup. ​
The video highlights that the approval process is triggered when the status is set to “New,” which is the default for new requests. ​ If rejected, the system defaults to changing the status back to the previous one, which is not ideal for new requests. ​ Instead, a different status, such as “Won’t Resolve,” should be chosen. ​ The video also notes that there is no “Rejected” status provided by default, but a system administrator can create one if needed. ​

Transcript
When creating a request queue, you’re given the opportunity to apply a default approval. This will attach the issue approval process you choose to each request created using this request queue. To learn how to create a request queue, click the link below. When this approval process is applied, instead of entering your request queue with the status of new, the request will start out with a status of new pending approval. An approval notification will be sent to the person or persons designated in the approval process. We’ll log in as the approver and approve it. When it is approved, the status will change to new. Anyone assigned to the request will now be able to start work on it. But what if it’s rejected? Let’s take a look at what happens then. We’ll log in as IDA again. This time we’ll reject it. But when we go back and look at the request, the status has changed to new. What happened? We made a common mistake when we created our issue approval process. Let’s take a look at it. To learn how to create an approval process, click the link below. Here we are in path 1. This approval process is triggered when the status is set to new, which is the default status for a new request. IDA Blankenship is the approver, and here is what happens when the approval is rejected. It says to change the status back to the previous status. This is also a system default, and in most cases it’s a good choice, but not when you’re using the approval process in a new request. Instead, we should choose a different option, such as won’t resolve. There is no status named rejected, but your system administrator can create one if needed. For now, we’ll just choose won’t resolve.

Key takeaways

  • Default Approval Process: When creating a request queue, you can apply a default approval process that automatically assigns an approval workflow to each request.
  • Status Changes Upon Approval: Approved requests change their status from “New - pending approval” to “New,” allowing assigned individuals to start working on them.
  • Common Mistake in Rejection Handling: If a request is rejected, the status will revert to “New” due to a default system setting in the approval process.
  • Recommended Status for Rejected Requests: Instead of reverting to the previous status (“New”), it is better to choose a different status, such as “Won’t Resolve,” to avoid confusion.
  • Custom Status Options: There is no “Rejected” status provided by default, but a system administrator can create one if needed for better clarity in the approval process.
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