How to Implement an Approval Process in the Ticket Module Before Processing Tickets
We have a requirement to implement an approval process within the Ticket Module, where tickets must be reviewed and approved by a designated person or team before any further processing begins.
For example, when a user creates a ticket, it should remain in a pending approval status until the assigned approver reviews and approves the request. Once approved, the ticket can proceed to the next stage of the workflow. If the ticket is rejected, it should not proceed further and should follow the relevant rejection process.
We would like to understand whether this requirement can be achieved using the existing workflow configurations in Uniconnect CRM. If supported, we would appreciate guidance on how to configure the approval process, including the necessary status transitions, approval conditions, and actions to be triggered after approval or rejection.
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Implementation Approach: Ticket Approval Workflow Using the CRM Approvals Module
You can achieve this requirement by creating a separate CRM module named Approvals and establishing a relationship between the Approvals Module and the Ticket Module. This approach enables a structured approval process where supervisors can review, approve, or reject tickets through workflow automation.
1. Configure the Approvals Module
Create a new CRM module named Approvals with the following fields:
Access Control: Access to the Approvals Module can be restricted to supervisor-level users to ensure that only authorized personnel can review and manage approval requests.
2. Configure the Workflow in the Ticket Module
Create a workflow in the Ticket Module with the following nodes to automate the initial approval process.
Step 1: Ticket Created Trigger
Configure the workflow to trigger automatically whenever a new ticket is created.
Step 2: Condition Node – Check Pending Approval Status
Add a condition node to verify whether the ticket's status is set to Pending Approval.
This ensures that only tickets requiring supervisor approval proceed through the approval workflow.
Step 3: Create Action – Create an Approval Record
If the condition is satisfied, configure a Create action to generate a new record in the Approvals Module.
Map the relevant ticket details, including:
Step 4: Update Action – Update the Ticket Status
Configure an Update action to ensure that the original ticket maintains or is updated to the Pending Approval status while awaiting the supervisor's decision.
3. Supervisor Review and Approval Process
Once the approval record has been created, the supervisor can access the Approvals Module and review the associated ticket through the established relationship.
The supervisor can then update the Approval Status based on the review outcome:
4. Configure the Approval Decision Workflow
Create a separate workflow in the Approvals Module to automate the next steps based on the supervisor's decision.
Configure the workflow to trigger when the Approval Status is updated.
Approval Decision Handling
If Approved:
If Rejected:
you can implement a simpler approval process directly within the Ticket Module by adding an Approval Status field with values such as Pending Approval, Approved, and Rejected.
Configure field-level permissions so that only authorized users, such as administrators or supervisors, can edit the Approval Status field, while other users can view it without modifying its value. The approval process can then be managed directly through this field without creating a separate CRM module.
You can also configure workflows based on changes to the Approval Status field to control the ticket's subsequent processing.
If you require further guidance on configuring and managing field-level permissions, please refer to the following link: https://docs.uniconnect.ai/docs/enterprise/features/crm/permissions/
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