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New Member

Choosing A Queue for Approval

Choosing A Queue for Approval

We have a business process that requires a middle man within the authorization moment.  When the "middle man" recieves the request to determine who to send it to for approval.  Sometimes it is neccessary to send the approval to a queue rather than an individual.  How do you pick a queue to send it to?  There seems to be a limitation in ITRC which only allows you select an individual using first and last name.  Anyone have any idea how to select a queue without making a service design change in the workflow?

Thanks,

Charlie

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New Member

Choosing A Queue for Approval

Hi Charlie,

You would want to use an expression in the assignment portion of the authorization set up.  Then in the service you could have a select list of queues that is prefilled using a query of the person table.  Lastly the "middle man" would just select the queue from the list to assign the task.

If you need more detail, let us know.

Thanks!

New Member

Choosing A Queue for Approval

The first thing I could think of in this instance is the following:

First field: Approver Type: Person or Queue

Second field: (Select List Populated with Query Results of All Active Queues)

Third field: Person Select Field

Fourth field: Value from the above fields.

When the "middle man" needs to make their selection for approval, they could choose if it is a person or queue to assign the approval.  Then the appropriate field would display to allow for their selecti

New Member

Choosing A Queue for Approval

Hi James:

Thanks for your reply.  I don't think this would work in our case.  We would have to update this list quite frequently.  It quite possible could be any person in the company.  It would help in some cases to assign an approval to a service team rather than a specific person.  That can't always happen so in some cases we are forced to choose a person to approver a request.

Do you have a solution for this instance?

Thanks,

Charlie

New Member

Choosing A Queue for Approval

Thanks James:

The first field you described is the one I'm looking for.  Currently when you set a field to person in a form, it only allows you to select people not queues.  We'd like to make include both people and queues in the search (like the ad-hoc feature).

Do you know of a way to include both queues and people in a "person lookup"?

Thanks,

Charlie

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