Service Request Approval by Owner Location

[bkrishanan]

Hi, we have custom attribute "Business BAU Manager" in Business Application class which can hold more than one owner.

Service Request refers these field for approval routing.  The issue, SR approval queued to all the owners and create unnecessary delay or cancellation. 

Requirement, Request approval to specific Business BAU Manager owner based on location. How to setup ownership by location without disturbing current CSDM process and procedure.

[Mark Manders]

How are the approvals handled? Is it a flow? Because then it's easy to do a look up to all the owners and compare the location on the owner to only get the correct owner to approve.

A better way, however, would be to use a group on the Business Application table. That will help a lot in maintenance (no need to update every record when something changes). And from a group, you can do the same lookup in a flow to get the correct location.

[bkrishanan]

Its use approval flow mapped based on Business App selection. If the Business App have multiple BBMO the approval queued to all of them. On the Group, please share more details.

[Mark Manders · Accepted solution]

Don't reference multiple users as owner, but create a group and reference that group as the owner group of the application. If at any point a user isn't responsible for an application in some country, you can easily remove the user from the group, and add the replacement, instead of doing that in multiple application records.