Hi Team,
I needed a solution on how I can attach the same approval workflow to a CSM ticket once it is finished.
Situation:
1) The CSM ticket has been created.
2) The agent has placed the ticket status on hold and the reason is pending approval.
3) The approval workflow is attached and depending on the CSM ticket type, it requests approval from the appropriate approval group.
4) Once approved, the ticket was approved. The ticket status will change to “Approval Received”.
5) The agent can change the status to "In progress" and set the status back to "pending" with the reason "pending approval". But this time the approval workflow has already finished, so it will not be re-triggered.
So we want to know if there is any solution by which I can reattach the workflow so that it can run without affecting the previous finished workflow.
Thanks in advanced.
Regards,
Vinod
