Your company process may require management approval for requests from staff. For example, a staff member may request a new laptop. Company policy states that their direct supervisor must approve before order is placed. With Myndbend Process Manager (premium), this can be automated -- the manager will automatically be added as an approver when the staff member submits the ticket.
Add Tags to User Profiles
- To indicate the staff-manager relationship, all staff user profiles in Zendesk will need a new tag "subordinate_of_ID" (where ID is the number found in the manager's Zendesk user profile url). Whenever this staff member submits a request, Zendesk automatically copies the user's tags to the ticket. Hence, subordinate_of_ID tag will be present on the newly created ticket. Large accounts may look to apply these tags via the Zendesk API.
- Once this is set, the agent will be able to select “Add Approvers (Requester Managers)” and it will display just the approvers that have the tag specified above. Note, it may take 15 minutes for Zendesk to show the newly added approvers. The following steps will explain how to automate this selection.
Setup Zendesk Target
- Navigate to Settings > Extensions and click Add Target
- Choose URL target
- Fill the following fields with corresponding values below:
- Title: MPM Add Manager Approvers
- URL: https://production.myndbend.com/process_manager/targets/add-manager-approvers.php?account=yourdomain&ticket_id={{ticket.id}} (replace "yourdomain" with your Zendesk subdomain. If your domain is xyz.zendesk.com, please replace "yourdomain" with xyz.
- Method: Get
- Attribute Name: m (just the letter "m")
- Basic Auth > Username & Basic Auth > Password can be found by navigating to MPM app in the left nav bar > Advanced config - there, you can copy it from here:
Click Create Target.
Setup Zendesk Trigger
- Navigate to Settings > Triggers and Add Trigger
- Fill the following fields with corresponding values below:
- Trigger title: MPM Add Manager Approvers
- Conditions: You can choose what you wish here. For example, you can fire this trigger anytime the ticket is created and it was submitted from the New Hire Ticket Form.
- Actions: Select Notify Target and choose MPM Add Manager Approvers
- Message: placeholder (enter the word, "placeholder" as-is but without quotes)
- Click the Create Trigger button
Alternatively, you can also have a custom user field added to the user's profile that will contain the manager's ID and use the data in that field to add in the approver. This is useful if user has different level's of management, and you need to add only some. You can read more about that setup here.
