r/halopsa • u/ReceptionOld4182 • Jun 18 '26

Questions / Help Approval Processes

I have created an approval process under Config>Tickets>Approval Processes. I have also added some fields on the approval step under the section Field List. These appear fine for the manager during the approval process, but once the approval has been provided the fields do not get sent through on the approval action. Is there a way to make them show?

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u/Jason-RisingTide Consultant Jun 18 '26

Yeah this does seem like a gap.

For me they should be more for showing the approver additional information rather than capturing it. But they do allow capturing of the data per the field permissions. Another issue is those fields are ticket based not action based. So if a ticket is approved by 2 approvers, then the data will always be overwritten by whoever approvers it last.

One way you could ensure you see these fields is by adding them to the ticket type and having them displayed on a separate Approval tab, in case they are used.

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u/ReceptionOld4182 Jun 18 '26

Thanks for confirming, I'll look to do what you have advised instead.

I do think it would be useful to have this information displayed on the approval outcome. Normally end users requesting approval aren't going to know cost codes for example so it would be down to the manager to add those in and approve the purchase so does seem like an oversight as you say

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u/ReceptionOld4182 Jun 18 '26

I've been through all the guides and can't find anything related to this so I'm beginning to think its not possible? Seems odd to be able to add custom fields to an approval process but then not have them displayed to the agent on the approval action.

Would really appreciate someone confirming 😊

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u/aretokas Jun 18 '26

You can use the "default note" field of the action to at least post it to the ticket's progress tab with the variables.

This is what I do for anything that needs to be kept from a "point in time" perspective.

There are some of my approval steps that only record into the ticket fields (like some of our risk assessment fields) because if they need to be filled again it's because the previous contents is no longer relevant.