Add Approval in Incident page

[Hafila Hatta]

i have a requirement, whereby an approval is required after incident is resolved. what is the best way to achieve this?

1. is it possible to have the approval tab in the incident page like in RITM?

2. is the sysapproval_approver a related table to incident where it can be levaraged?

thanks. 

[Viraj Hudlikar]

Hello @Hafila Hatta 

The best way to achieve an approval after an Incident is Resolved is to use a Flow Designer Flow or a Workflow (if on an older instance) that triggers when the state changes.

1 -> It is not standard to have an "Approval" tab on the Incident form like a RITM (Requested Item). The standard approach is to use a Related List called Approvers to show the records from the sysapproval_approver table.

It can be configured over form by below steps:
 

• Right click on form then Configure-> Related Lists
  

• Select Approvers from Available column and move it to Selected column:

Once above step is done by saving your form will look as below where a related list name "Approvers" will appear.

Now to add approvals as mentioned in start you can use flow or workflow.

Below is sample config of flow setup to showcase approvers get added to record.

Below records shows approver is added to record once it satisfies condition setup.

2 -> Yes, the sysapproval_approver table is the correct table to leverage. It is a core platform table used for all approvals, and it can be related to the incident table.

Note: All this is to showcase how it done or configured in instance? Before implementing this first think is this really needed as never seen anywhere approval are used over INC process. it's reopened by user if it's not resolved properly... Do discuss with your tech architect on this before going ahead.

If my response has helped you, hit the helpful button, and if your concern is solved, do mark my response as correct.

Thanks & Regards
Viraj Hudlikar.

[Dr Atul G- LNG]

Hi @Hafila Hatta 

I think this goes against the process. Incidents never had an approval step — they simply reopen the ticket if the user is not satisfied. By adding an approval, you would be creating technical debt, and it is against the established process.

[Ankur Bawiskar]

@Hafila Hatta 

I agree with what Atul mentioned.

If you still require then where do you wish to show the approval details? in native or portal?

@Viraj Hudlikar has helped you to get started on this