Myndbend Process Manager, by default, requires all approvers to approve before a ticket can be solved. You have the option in settings to allow "partial approval" where only one of the approvers is required to approve before the ticket can be solved. With "partial approval" enabled, the app will ignore any outstanding approvals as long as one of the approvers has approved.
Myndbend Premium accounts have the ability to require a specified number of approvals on a ticket. If the required number of approvals are collected, the remaining approvers will be "skipped" and no longer required to approve.
Steps to require a specified number of approvals:
- Ensure the trigger "MPM Processing" is active (Zendesk Admin Center > Objects and rules > Triggers). This trigger was installed automatically ("Quick Setup" procedure) when the Myndbend Process Manager app was set up for the first time. If you do not see this trigger active in your account, please contact support.
- To set the required number of approvals, you'll need to place a tag "required_approvals_N" (with N a number) on the ticket either by a trigger, by the ticket template, or manually.
For example, "required_approvals_3" may be set as one of the tags in the Myndbend ticket template. Every child ticket created from this template will have this tag. When a ticket is updated and the tag is present, the Myndbend Process Manager will restrict the ticket from getting solved until the correct number of approvers have approved or all ticket approvers have approved — even if added approvers are less than N in the required_approvals_N tag. When the correct number of approvers have approved, the remaining approvers will be marked as "skipped" and the ticket can be solved.
If an approver is requested or an approval request is resent to the approver after the minimum number of approvals have been met, that approver will immediately be skipped. To avoid the approver skipping, you will need to remove the "required_approvals_N" tag from the ticket.