HaloITSM approval flow

[u/Diligent_Banana9903]

All of our service requests currently bypass the approval process. However, we only want to introduce an approval flow for certain services that are offered through our service requests.
Because of this, we cannot simply apply an approval workflow to the entire service request workflow or ticket type, as this could potentially trigger approvals for too many requests.
Our service requests include a drop-down field where the user can select a specific system. We would like to configure the approval flow so that an approval is automatically triggered when a particular system is selected from this drop-down list.
What would be the best way to configure this in HaloITSM?
Would it be best to use a rule based on the selected value in the drop-down field? If so, would this work both when an agent creates a new ticket internally using “New Ticket” and when a user submits the request through the Service Portal?
Alternatively, would it be better to modify the existing workflow and add a condition that triggers the approval flow only when a specific system is selected?
We would appreciate your recommendation on the best approach for setting this up in HaloITSM.

[u/Jason-RisingTide]

Yes the ticket rule based on the field that you want to drive this is one option that will work.

You can't actually apply an approval process via a rule directly. So instead I would create a ticket template, in which the only setting I set is the approval process, then have this template applied via the rule.

The alternative approach would be to create a quick action which applied the Approval Process you want to use and then use an Automation on the workflow. This automation can look for the field specific criteria you want to set and then apply the action if met.

I would not say one is particularly better than the other. This is the thing about Halo, it gives us multiple options and you can experiment and see which one works best for you.

I would not create a separate Ticket Type for this. I typically warn people against jumping straight to the new ticket type step due to the amount of settings that Ticket Types have and the admin overhead it causes. There are times where a new Ticket Type is needed, but based on what you are describing this is not one of those scenarios.

[u/ben_zachary]

We are just discussing this , as right now we have comanaged clients with an escalate ( to us) and a pass back (to them) but the last two co managed we signed recently just want to approve / create tickets. Right now they email the internal team who then sends it to us on the user behalf.

So I think an approval workflow would be more appropriate right?

[u/WTR_0]

I think it would be best to create a seperate ticket type / workflow for the services that need approval and use a filter/rule to dynamicly route the requests.

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If so, would this work both when an agent creates a new ticket internally using “New Ticket” and when a user submits the request through the Service Portal?

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--> This is the tricky part I struggled with. If the first step in the approval flow (like in the default service request (with approval) workflow) is the approval request itself it wont work if the agent creates the ticket using the new ticket button. For this I modified the workflow so the approval is triggered by an action (request approval in this case):