I would like to have an approval node in my escalation workflow, but the only option I have available is an activity node. Is there any way to get an approval node to show up?
What is the use case you are trying to solve?
You have a reassign node which might help.
I am using the re-assign node in the escalation workflow, but it alone will not accomplish what I am trying to do. Right now, after 24 hours, we escalate tickets pending approval to have the tickets re-assign to the supervisor and their supervisor. However, we have some upper management that do not want tickets escalated to them. You can’t use the exclude option in the approval node, because the escalation ignores that when it re-assigns the ticket in the approval node. I am trying to figure out some way to bypass certain approvers during the escalation.
Keith Duncan, CISSP
Identity and Access Management Specialist
Information Security Identity and Access Management
TSYS Information Security
One way, is to add some custom logic before you reassign it to someone.
Let's say the escalation goes always to a 1 up manager.
Add logic and check if that manager is C level executive, then assign it so some else.
Store the information in a workflow variable
And then use that variable in the reassign node configuration (screenshot below).
Also, consider leveraging the delegation functionality
Introduction to Out of Office Task Delegation
Out of Office Task Delegation - Delegate Experience
Retrieving data ...