Hi Ricker,
Below is the business requirement flow chart. Incidents will be created, updated and closed by respective facility team. Facility teams like transport,safety,infrastructure,equipment etc. Whenever an issue/disruptions occur in their facility, its respective facility team will resolve/fix the issue and then come to servicenow and log an incident on the same with all the details(just for tracking). Once the incident is created by facility team, it has to be acknowledged by workplace lead, thats why an approval email is sent to lead , once he approves(means it is acknowledged), the incident will be closed. If details are not correct and if it requires more details,then the lead can reject the approval(not acknowledged) and then the facility team can update all the details missed. then once ticket is updated again it will send approval again .and the process repeats.
primary approver will receive the approver mail, having the link to the incident he has to approve, link will redirect the approver to incident on the portal. if the primary approver doesnt approve the incident withing 48 hours, it should go to secondary approver. if the primary approver rejects the approval, incident has to be updated with required details and send the approval notification again to primary approver.
approval here is to acknowledge that all the details filled in the incident are correct and the incident can be closed.
reject is to tell the team to correct some details or add more details to the incident and once the corrections are done, it will acknowledged and the incident will be closed.
please let me know what is the best way to approach this requirement and which table best suits this requirement.
Thank you
manasa
