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The Enhanced Approvals Workflow app allows districts to automate approval processes based on roles, locations, and other filters. It enables users (such as principals or administrators) to execute approvals without requiring Agent-level permissions.
Available for the following modules:
iiQ Ticketing
iiQ Facilities
HR Service Delivery
iiQ Events (Comes with this module)
iiQ Resources (Comes with this module)
Overview
This app provides control and flexibility for workflows requiring authorization from users who may not be Agents. Examples of use cases include software request approvals, billing request approvals, and facilities request approvals.
Requirement: Any user with any role can be an approver, provided they have login permissions.
Features: Includes new rule triggers, actions, and a dedicated ticket status: Awaiting Approval.
Prerequisites Checklist
Configure approval processes via the Rules Engine.
Configure the “Send Approval Process Email” rule.
Optional: Create custom ticket statuses aligned with your workflow.
Ensure all approvers have login access.
Create or update existing SLAs.
Configuring the Rules Engine
To automate workflows, navigate to Administration > Rules in the left navigation and select Create New Rule.
Rule Setup
Name the rule and enable/disable as needed.
Define Conditions: Select variables that must be met for the rule to trigger (e.g., a ticket submitted for a "software request" issue category).
Define Actions: The Enhanced Approval Workflow app provides three primary workflow actions.
Send Approval:
Process: Approval is required before work can begin on the ticket.
Notification: An email is automatically sent to the approver when the "Send Approval Process Email" rule is configured and enabled, notifying them that a ticket requires approval.
Trigger - Send for Approval
Action - Send Approval Process Email > Approver
Require Approval (Passive):
Process: Work can begin before approval, but the ticket cannot be resolved until approval is granted.
Notification: Agents must manually trigger the Send for Approval button from within the ticket.
Send Approval to Team:
Process: Any team member can approve (First-in, first-out) before the ticket can be worked on. Only one approval is required.
Notification: An email is automatically sent if the “Send Approval Process Email” rule is configured.
Defining Status and Approvers
Status Management: Define the ticket status for Approved or Denied outcomes using the dropdown menu (standard or custom statuses).
Approver Assignment: Assign approvers based on ticket location or a location custom field.
Note: You cannot assign multiple approvers simultaneously, but you can chain rules (e.g., once approved by "Approver 1," route to "Approver 2").
Additional Triggers
Set up follow-up workflows after initial approval using these triggers in the Rules Engine:
When “Sent for Approval”
When “Approved”
When “Denied”
Example: Adding a tag to the ticket if it has been denied.
Ticket View and Behavior
The ticket interface updates based on the action selected:
With "Send Approval": The action bar is greyed out. Agents can only comment until the ticket is approved.
With "Require Approval": Agents can work the ticket, but cannot resolve it until it is approved. The agent will select the Send For Approval button to send the email notification to the approver.
Locking Logic: If a ticket is in "Awaiting Approval" status, changes (e.g., to 'Waiting on Requestor') are blocked. Comments can still be posted, but a notification will display: “Comment Posted! A new comment has been added. However, the status is locked because it is awaiting approval.”
Admins: Only admins can change the approver or cancel an approval from within a ticket.
Approver Email Notifications
When the “Send Approval Process Email” rule is configured and enabled, approvers will receive an email notification.
Approvers must log in to the system to select either Approve Request or Deny Request.
Custom fields appear in the Additional Details section of the email, unless marked as "sensitive."
Approver Dashboard
Approval requests appear in a Pending Approvals section on the approver's dashboard.
This section dynamically disappears once all requests are resolved.
Reminder Emails (Stale Tickets)
Configure rules to nudge approvers for pending tasks:
Trigger: Tickets > “When Stale”
Action: Send an Email alert to the Team > select the Approval Team.
Pro Tip: Use variable tags in your email reminder content for a best-practice automated follow-up. Check out the Supported Variable Data points in this guide.
This image shows an example of a best-practice email using variable tags.