Approval configuration in Problem module

[Vijaykumar K]

Hi All,

I have a requirement like, need to configure approvals for Problem ticket. When ever ticket moved to review state(custom state)  approval should trigger to assignment group of ticket and one more quality group.. how can we achieve this ? Does it need to disable state model? Workflow or any other approaches available?

Thanks in advance 

[Uncle Rob]

I handle all approvals in either workflow or flow designer.  What have you tried?

[Anshu_Anand_]

Use a before BR On state change.

once the state changes to review state, create a approval request and assigned to concerned groups.

something like this .

(function executeRule(current, previous /*null when async*/) {

	// Add your code here
	var gr = new GlideRecord("sysapproval_approver");
	gr.initialize();
	gr.sysapproval = current.sys_id;
	gr.approver = current.assigned_to;
	gr.state='requested';
	gr.insert();

})(current, previous);

I tried in my PDI and it works .

Approval request

You also add multiple approvals if you like via BR.

so two insert record. one of group and 1 for assigned_to.

If its helpful, please mark answer as correct

[reshmapatil]

Hi @Vijaykumar K ,

Best to use Flow on the Problem table(no code and easy to maintain):

Regards,

Reshma

**Please mark my answer correct or helpful based on the impact**

[Vijaykumar K]

Hi @reshmapatil I tired with flow designer. but approvals are not triggering as expected. I am sharing snaps of flows which I configured, pls check, what I'm doing wrong here?

1. trigger condition

2.  Action to ask for approval (assignment group)

3. flow logic is if approved, move state to resolved

4. if Rejects (else), move state to RCA