Sequence Individual Approvers using Custom Fields

Are you looking to streamline your approval process by sequencing approvers—like team leaders, managers, and directors—based on the requester? This guide will walk you through using Myndbend Process Manager to create a customized workflow that efficiently directs approvals to the right individuals - at the right time. Let’s get started!

Workflow:

Prerequisites

• Approver identification captured in a end user or ticket field (such as email address or id). Many companies create a custom field on the end user profile that captures the end users hierarchy. There are even ways to automatically sync this from external programs such as Okta! 
• In this example we are capturing the Requesters Team Lead, Manager, and Director emails in a custom field on their profile

Step 1: Myndbend Approval Settings

1. In Zendesk Support navigate to Myndbend app on the left sidebar
2. Select App Settings and select the second tab Approval settings

Step 2: Create Trigger 1 to add Team Lead Approval

Trigger Conditions*:

• Ticket is created
• Tags contain none of the following mpm_child_ticket approved approval_pending approval_denied teamlead_in_progress teamlead_complete

Trigger Actions

• Add tags > teamlead_in_progress
• Notify by Active Webhook > MPM Webhook > In the JSON body:

{
   "action": "add-approvers-by-email",
   "data": {
       "email": "{{ticket.requester.custom_fields.teamlead_field_key_name}}"
   }
}

Step 3: Create Trigger 2 to add Manager Approval

Trigger Conditions*:

• Ticket is updated
• Tags contain at least one of the following approved
• Tags contain at least one of the following teamlead_in_progress **
• Tags contain none of the following mpm_child_ticket manager_processing manager_complete teamlead_complete approval_pending approval_denied

Trigger Actions:

• Add tags > teamlead_complete manager_processing
• Remove tags > teamlead_in_progress
• Notify by Active Webhook > MPM Webhook > In the JSON body:

{
   "action": "add-approvers-by-email",
   "data": {
       "email": "{{ticket.requester.custom_fields.manager_field_key_name}}"
   }
}

Step 4: Create Trigger 3 to process approver added (this causes a delay so that triggers do not fire too fast and cause collision)

Trigger Conditions*:

• Ticket is updated
• Tags contain at least one of the following approval_pending
• Tags contain at least one of the following manager_processing
• Tags contain none of the following mpm_child_ticket manager_in_progress manager_complete

Trigger Actions:

• Add tags > manager_in_progress
• Remove tags > manager_processing

Step 5: Create Trigger 4 to add Director Approval

Trigger Conditions*:

• Ticket is updated
• Tags contain at least one of the following approved
• Tags contain at least one of the following manager_in_progress **
• Tags contain none of the following mpm_child_ticket director_processing director_complete manager_processing approval_pending approval_denied

Trigger Actions:

• Add tags > manager_complete director_processing
• Remove tags > manager_in_progress
• Notify by Active Webhook > MPM Webhook > In the JSON body:

{
   "action": "add-approvers-by-email",
   "data": {
       "email": "{{ticket.requester.custom_fields.director_field_key_name}}"
   }
}

Step 6: Create Trigger 5 to process approver added (this causes a delay so that triggers do not fire too fast and cause collision)

Trigger Conditions*:

• Ticket is updated
• Tags contain at least one of the following approval_pending
• Tags contain at least one of the following director_processing
• Tags contain none of the following mpm_child_ticket director_in_progress director_complete

Trigger Actions

• Add tags > director_in_progress
• Remove tags > director_processing

Step 7: Create Trigger 6 to complete approval

Trigger Conditions*:

• Ticket is updated
• Tags contain at least one of the following approved
• Tags contain at least one of the following director_in_progress 
• Tags contain none of the following mpm_child_ticket director_processing director_complete approval_pending approval_denied

Trigger Actions

• Add tags > director_complete
• Remove tags > director_in_progress