Requester Groups for Automation and Approvals : freshservice

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Brandon Fish

started a topic 4 months ago

Requester groups need a lot of love. Their use is extremely limited and lack basic functionality that other more robust systems like Ivanti and ServiceNow have.

With a requester group I should be able to:

Restrict Service Catalog Categories (Only works on individual items)
Automate ticket workflows (For example, set priority or send notification when someone in the VIP group submits a ticket)
Send an approval to a group (For example, a request for Salesforce access requires approval from one of two individuals in the "Salesforce Business Owners" group

Like others have requested, we should be able to manually add users to a requester group.

#3 is a big one for properly managing approvals. The workaround is to enter individual names into the workflow, but that is a nightmare to maintain.

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Leigh Webster

said 4 months ago

+1

We need this type of functionality as well.

Yani Avshalomov

said 4 months ago

+1 Yes. Please look in to this, we have similar use cases that would benefit.

Robert Rees

said 3 months ago

Agreed, can we please get traction?

Will anyone else be at Refresh next week? Lets see if we can't discuss this with dev.