I have a workstep "Change approved" and would like to ask our costumers to approve changes by themselves.

 

Is this possible in the customer portal?

 

Thanks.

 

Michael Keuer

I am also interested in hearing how others handle internal support request governance....

Our organization currently uses a SharePoint lists and workflows to route approval requests etc, and once all approvals are gathered, it's forwarded into OnTime via an email.

It's a bit cludgy because my customer (internal) gets one ID for the authorization request, and then once authorized they get another from OnTime. In addition, escalation paths etc get really messy.

So, that being said, I'd love to hear how do other people handle management authorization to minor feature / bug fix requests etc

 

Hi Everyone,

Workflow is not a concept in the customer portal so your customers won't be able to move an item to an "Approved" workflow step. Very often when an item requires customer approval it would be put in a workflow step that will fire a notification to a customer for them to update the item in the customer portal (status, description or any other field), upon seeing the item either approved or not a user in OnTime can then move the item into the appropriate workflow step (an alert can be created to notify your users that a customer has approved an item).

The short version of that is that your customers will provide a basic change to the item (either changing a picklist or updating the description) and then a user in OnTime can make the change to workflow based off of that.

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Regards,
Sean McHugh
Axosoft Support
Click HERE to take our support survey.

Thanks, Sean, for your reply.

 Because i don't want to allow the customers to change worksteps, i'm afraid i'll have to live with out that option.

 

Michael Keuer