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titleCustomer requirement

I would like to set up the condition which can define the approver by different user from different department.

For example, a user need to obtain the head approval:
HR Department user -> HR department head
Admin Department user -> Admin department head
IS Department user -> IS department head

Additionally, when the reporter is a department head, the ticket must skip the approval step. 

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Table of Contents

Assumptions

  • The user that needs to obtain the head approval is the issue Reporter
  • The user that needs to obtain the head approval belong to one of the following groups:

    • HR Department 

    • Admin Department 

    • IS Department 

  • On Approbation the issue moves from the status to .

Solution 

Workflow

Conditional Rules

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Approval Mappings

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How it works

An user that belongs to IS Department needs to obtain the head approval.

The ticket requires IS department head approval.

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An user that belongs to HR Department needs to obtain the head approval

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The ticket requires HR department head approval.

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The HR department head open a ticket too. It doesn't need any approval

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The settings allowing this behavior include the following:

  • The HR department head must belong to the HR department group
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  • The Approval mapping include the following Advanced Settings on
    • Minimum Required approbations/rejections based on conditions

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    • Automatic Workflow Transition based on received approbations
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The applied settings causes that the ticket moves on the next workflow steps automatically.

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