Service Desk New Hire Process w/Approval
Good evening everybody!
I'm trying to create a new hire process that will first seek approval from the new hire's manager for network access/needed software, then create child tickets for any other onboarding task that needs done.
Here's what I'm thinking:
Parent ticket - HR will start the process, and fill out the parent ticket with new hire's info. HR will choose the appropriate manager as the ticket owner.
Manager will receive the parent ticket, and will have all of the info HR put in the ticket.
Manager will open the only child ticket, named "IT Access Request". "IT Access Request" will require approval before it can be worked. Manager will approve the ticket, and make selections based on what his new hire needs (checkboxes for MS Office, Adobe Pro, etc.). Once the approval and selections are made, ownership will transfer to the IT Helpdesk to be worked. I hope to do this by auto assigning based on a category.
Once the IT Approval bit is closed, other child tickets will spawn for furniture, payroll, etc.
If HR chooses the manager as the parent ticket owner can that owner field be copied to the IT Access Request ticket as the approver via a ticket rule? This way, when the manager opens the child ticket he is already set as the approver and only has to make/modify access selections and save. After he approves, the owner needs to change automatically to the IT Helpdesk group.
Can I lock out the selection boxes once the manager approves the ticket? I don't want an unselected box to be accidentally selected or vice-versa.
Thanks for reading!
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Posted by: h2opolo25 8 years ago
Yes you can make the manager the approver on the child tickets via a ticket rule. When s/he approves you can make it change owners but it will need to be assigned to a specific user. If you have a user that a whole group uses you can use that.
No, you cannot lock the checkboxes. Owners will have full access to change anything. You will see any changes in the notes though.
From my experience there are two ways to make child tickets in processes....
1. Child tickets are created at the same time as the parent ticket.
2. Child tickets are created once the parent ticket is closed.
You cannot have a child ticket created based on other criteria (IF something THEN create ticket). The way around this for me was to always create the child ticket and if the required information is blank then automatically close that ticket via a ticket rule.