Apply an issue approval process in a request queue
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.
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.