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A Client? End user
B Staff? Agent
C manager ? End user?
Does you Service request require approval and the tasks?
A is a staff from a department
B is end user (Manager), will only take part on approvals and, in this case, be able to edit the service request form to input some information
C is a staff from a provisioning queue.
After the manager fullfills his information on service request, the approval is submitted to C. After C approves, tasks will be generated (but this tasks must be linked to the service request record)
So staff creates service request , service request will have task , service request will have automatically submit for approval.
This will go based on approval process to manager, manager can approve or reject , if they approve the task would be created if the reject task will not be created.
Manager is end user they cant edit service request as service request as you have task
- Either approvals are not required or all approvals are rejected
- No tasks or change requests are created for the service request
Option - Staff created SR
Send manager email to approve
- make it editable
Dont add task on SR
Create task once manager approves using process builder
This will help to make SR editable.
Try on sandbox.
Basically split submission / approval and task creation
Thank you for the clue Kedar;
I´ll test this and let you know the results;
Have a nice weekend!
Kedar, just one thing for the records:
The order is:
- Staff creates SR
- SR must be editable and accessible by manager through SSP.
- After manager edits and submit the SR again, an approval is submitted to a staff queue (C)
- The staff queue approves or rejects. In case of approval, tasks will be created and linked to SR
Does this order change anything?
No just don’t put approval or task on SR. Drive approval once manager saves the record with info and then once approved create task.
Make sure you make SR editable under administration > consoles
ok, i´ll test this and let you know..
Everything is fine Kedar, thank you very much!