Create a new 'date' field on the related object. Set that field as part of the 'submit' action in the approval process with a formula NOW().
This will set a date stamp on subit. Now you can create a new workflow to update the ticket after x days with a time dependend workflowrule.
Many thanks Paul,
I understand the logic, we are currently managing automatic reminders when the approval step is still pending.
We can also use it to update the incident (status, resolution).
But how can we update automatically at the same time the step approval step to "rejected".
The risk is then to have closed incidents with linked approvals still open.
You can simply achieve this with apex where we update closed tickets with open approvals.
I don't think you can do this with workflow.
We also faced many hanging approvals and had to switch to apex & worklfow as Paul describes
Use case seems the same: approvals requests are not picked up timely and simple status updates via workflow on ticket will only touch the ticket and not the pending approval
Our solution is three-fold:
- make life of the approver as easy-as-can-be by putting all info in the email notification so approval can be done via email (no need to open any application)
- introduce reminder mails after x time => with links to self service approval- by then, they usually have a few approvals to handle (and we did not manage to get email approval in the reminder mails
- depending the process: introduce auto-approval or auto-reject - after x-time which closes the hanging approval + the ticket
Since we have this auto-follow-up in, we have no pending approvals or open tickets waiting weeks/months anymore and we relieved the service desk of the workload chasing people
I agree with Annemarie,
Step 1 create the urgency/understanding of the approver.
Step 2 Add logical information in the email, and especially option to direct approve or reject
Step 3 automate auto approval, rejection, eliminate approval as much as possible.
Based on the apex part i'm happy to assist, but is more than just a message or reply in the chat. We need to get some basics clear first, but best to prevent this auto rejection anyway in relation to customer satisfaction.
Thanks Paul / AnneMarie for sharing these guidelines.
How can I contact you to understand how Apex can be done in our context?