It would be a great improvement if an Approval could be sent to a Agent group, then Any agent in that group could then approve the change or SR, ideally the approval would change from a group name to the person who approved.
Sorry this this has been raised before
bumping this as it's an issue for us right now. We depend a lot on group approvals and currently have to manually maintain a list of agents in multiple workflows
This can be done using CAB groups available in admin tab. You can create multiple groups as Release management or Technical review or Capacity management ...
You can add agents to to this groups.
I hope this helps
Hi Peter Vancik,
Yes... We use CAB groups for change management, my primary reason for this request for more be directed to tickets in general, Incident and Sr's the ability to send Approval to a group in the "actions" in the Automator would open a vast number of automation solutions for ticket management.
I see. Send approval to group is not possible. BUT you can send approval request to MULTIPLE agents/requesters and select an option "to be approved by:" everyone, ANY ONE or majority. This can be done within workflow as well as manual request within ticket.
BTW: I've reported problem also regarding this request. If you would use workflow just to send existing approval link to the group, the placeholder does not work.
It's an issue for us too. Any update on this?