Add a verification step to an Incident ticket

[Menalik]

Requirements:

When the Category is set to xxxx on an Incident ticket and the ticket has been set to resolved by the agent, their manager will get a notification and will have to approve/verify the ticket before it  sets to Closed status.

What would be the best way to configure this?

[Ankur Bawiskar · Accepted solution]

@Menalik 

you can have email sent with approve/verify link in email through flow

then have inbound email action on incident table and accordingly update the state

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[Dr Atul G- LNG]

Hi @Menalik 

This doesn’t look like a good use case. Let’s take an example: if 10 engineers move incidents to a “Resolved” state in a day and each action triggers an email to the manager, that creates a significant overhead for the manager.

Practically speaking, do you think this is a good approach? Sending emails and asking for approval or rejection adds technical debt and increases the manager’s workload.

Please also consider the system-level drawbacks of implementing this. For instance, if a manager rejects the resolution but the caller has already received a notification that the incident is resolved, how will you handle that conflict? The caller may assume the issue is closed while the manager has reopened or rejected it.

This could violate the overall process and lead to both technical and process-related debt.

[Menalik]

I agree that the process seems convoluted with a lot of technical debt. What would you suggest for this incident ticket that needs documented verification before resolution? The most basic way I can think of is reassigning the ticket to the manager and having them set the ticket to resolved.

[Aleks5]

1) You have 3 valid options to configure approvals

- Approval Rules - Use Approval Rules to create approvals

- Process Guides - Use Process Guides to create approvals

- Turn engines off - Turn the approval engines off for this table (use this when Workflow is being used to manage approvals)

2) When the approval task is created for the manager, the out-of-the-box notification is sent to the user. 

3) You can exclude the Incident Category from the Business Rule 'incident autoclose' if you do not want the manager to have a time limit for his decision