Best Practices Question

Change approval process based on selection

02/25/2019 537 views

I want to create an approval process that is based on a 'risk score' selection for change approval.  Minor-requires one approver (peer), Moderate-requires two approvers (peer and supervisor), and Major-requires three approvers (peer, supervisor, and chair of change advisory board).  Has anyone done something similar or have suggestions?  Thanks in advance.

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We have built many change management systems in queues for KACE customers over the years, the approach we take is to drive the process from the data in the ticket, check out an old post of ours describing the approach on this link.


What it may be possible to do is to setup the approval mechanism as with this queue, and then "keepscore" in a hidden field.

So approval is required, 5 approvers are emailed to ask for approval. We then program the logic, so if it is minor and one response is received the status is changed and the process moves on , if it is moderate and two respond etc etc 

All through ticket rules and some careful planning

Answered 02/25/2019 by: Hobbsy
Red Belt

  • This is on the right track but only the appropriate approvers would receive an email based on Minor, Moderate, or Major. Major approvers are not in the Minor group and do not want to receive minor change emails.
    • All doable, I believe, as the ticket rule controls the emails, you can define the targets for each individually
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