Approval Process With Customer

Moderator: crythias

Post Reply
DanChan
OTRS newbie
Posts: 4
Joined: 06 Feb 2020, 08:51
OTRS Version?: 6.0.17
Real Name: Dan Chan

Approval Process With Customer

Post by DanChan »

Hi all, I am using OTRS 6, and I need to do a approval workflow for ticket. When process ticket create, customer input a approver email, ticket will flow to the approver after submitted the ticket. since my boss don't want to create many Agent account, we need the ticket can be approved by customer account. I try to set the ticket customer ID to the approver, but it will return "no permission" error after submit the ticket as the ticket was transferred to others. Is there any other method to do it? Thanks thanks~~

root
Moderator
Posts: 1983
Joined: 18 Dec 2007, 12:23
OTRS Version?: 4/5/6
Real Name: Roy Kaldung
Company: Znuny Inc.
Contact:

Re: Approval Process With Customer

Post by root »

Hi,

Aside from commercial add-ons to solve this I think it should be possible to save the CustomerUserID and CustomerID of the initial customer to dynamic fields and set the approver as the customer until he approved or rejected. After this you can revert the changed IDs to the initial customer.

- Roy
OTRS 5/6 CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO

Do you need professional services for the ((OTRS)) Community Edition? Check out https://www.znuny.com/

DanChan
OTRS newbie
Posts: 4
Joined: 06 Feb 2020, 08:51
OTRS Version?: 6.0.17
Real Name: Dan Chan

Re: Approval Process With Customer

Post by DanChan »

Thanks for reply.

Yes, so I set the customer to a dynamic field. But it display "no permission" after submit the ticket since customer set to approver email. Is there any way to avoid it? Thanks~

root
Moderator
Posts: 1983
Joined: 18 Dec 2007, 12:23
OTRS Version?: 4/5/6
Real Name: Roy Kaldung
Company: Znuny Inc.
Contact:

Re: Approval Process With Customer

Post by root »

Hi,

There are to many possibilities which can influence this behaviour. Do you have an example of CustomerUserID/CustomerID values of the ticket a) after creation, when assigning to the approver and back.

- Roy
OTRS 5/6 CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO

Do you need professional services for the ((OTRS)) Community Edition? Check out https://www.znuny.com/

DanChan
OTRS newbie
Posts: 4
Joined: 06 Feb 2020, 08:51
OTRS Version?: 6.0.17
Real Name: Dan Chan

Re: Approval Process With Customer

Post by DanChan »

The situation is...

Customer create a ticket, when click submit button, system copy customer ID to a dynamic field, then put Approver email into Customer ID. then display "no permission" on screen since the Customer ID changed to Approver email, the original customer cannot view the ticket. Thanks :D
You do not have the required permissions to view the files attached to this post.

root
Moderator
Posts: 1983
Joined: 18 Dec 2007, 12:23
OTRS Version?: 4/5/6
Real Name: Roy Kaldung
Company: Znuny Inc.
Contact:

Re: Approval Process With Customer

Post by root »

Hi,

I don't see a chance here unless you've got your system working with CustomerIDs in the CustomerUser mapping. You could open a new, linked ticket only for the approver. But there's no way to get the decision back to the initial request.

Everything else I have in mind requires commercial add-ons, sorry.

- Roy
OTRS 5/6 CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO

Do you need professional services for the ((OTRS)) Community Edition? Check out https://www.znuny.com/

DanChan
OTRS newbie
Posts: 4
Joined: 06 Feb 2020, 08:51
OTRS Version?: 6.0.17
Real Name: Dan Chan

Re: Approval Process With Customer

Post by DanChan »

Hi,

So the best way is to use Agent for approval? If I have 30 approvers, I need to create 30 agent account and queue..... :D

- Dan

root
Moderator
Posts: 1983
Joined: 18 Dec 2007, 12:23
OTRS Version?: 4/5/6
Real Name: Roy Kaldung
Company: Znuny Inc.
Contact:

Re: Approval Process With Customer

Post by root »

DanChan wrote:
10 Feb 2020, 06:02
So the best way is to use Agent for approval? If I have 30 approvers, I need to create 30 agent account and queue..... :D
Hi,

There is no bets way. Select the one which fits you business needs and budget.

Why don't use E-Mail outbound from the communication menu? Hides approval request and answer from the customer if needed.

- Roy
OTRS 5/6 CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO

Do you need professional services for the ((OTRS)) Community Edition? Check out https://www.znuny.com/

Post Reply