Authorisation

[SJEaton]

Hi

I've been looking at previous topics on Authorisation Nodes and they have been very helpful in how to set up authorisations for multiple authorisers etc however what I'm missing is if I set a user up to be the authoriser, e.g. the manager of the service, how do they know they have something to authorise? what do they receive??  It appears as a task in the request but they won't necessarily have access to this as they aren't in the team so I'm a bit miffed?

Sam

[Victor]

@SJEaton they should have access to tasks/activities via the "My Activities" list?

[SJEaton]

So in Live Hornbill?  OK, we'll have to have a think about this then as don't think we were intending on giving senior managers that access. 

Thanks

[Victor]

@SJEaton oh, I see... let me think about it then...

[James Ainsworth]

Hi Sam,

We are currently looking into a feature that would send an email to an authoriser and on the email provide options to accept, eject, or view the authorisation request. It is important to know that this will only be available to an authoriser who as been added to Hornbill as a full collaboration user.

We are still in the early part of the investigation and planning of this feature so I'm afraid that I don't have a time frame that I can provide.  I will update this post as this progresses.

Regards,

James

 

 

[nasimg]

Hi @James Ainsworth

I've been looking for an option of email authorisation - particularly for our Change process, this sounds like what I'm after.

Nasim

[SJEaton]

@James Ainsworth I'm just looking at authorisation again and want to clarify that even if you used the Auto Assign Authorisation Node, the authorisers you select would need to have the collaboration role and can't just be basic users?  Thanks

Sam   

[Guest Ehsan]

@SJEaton

A basic user cannot be an authoriser for an Activity. This logic applies to Authorisation Node and Auto Assign Authorisation Node.

In an example where a basic user is the owner of an Asset, the approvers feature (i.e. Auto Assign Authorisation Node) wouldn't add the basic user as an authoriser.

I hope this helps.

Thanks,

Ehsan

[SJEaton]

OK thanks Ehsan

[SJEaton]

Hi @James Ainsworth is there any further news on the feature that would send an email to an authoriser and on the email provide options to accept, reject, or view the authorisation request?

Sam 

[James Ainsworth]

HI Sam,

The work for this feature has been completed and should be available in the next Service Manager update.  It is possibly that this will be in the live environment by the end of the week provided there are no hold ups during testing.

Regards,

James

[SJEaton]

Fab!

[James Ainsworth]

Hi Sam,

In preparation for this next update, you can find information about the setting to enable this feature here, under the Email Settings section.

Regards,

James

[SJEaton]

Hi @James Ainsworth

We've installed the update and are now getting these automated emails to authorisers which is a good touch. 

Thanks

Sam 

[nasimg]

Does this mean you can approve an activity via email (without having to log into Hornbill)?

Nasim

[Guest Ehsan]

@nasimg The Authorisation email provides you with labelled buttons to action on an Activity. Clicking on a button (e.g. Authorise, Rejected, Undecided) opens up a Hornbill User App window, which then automatically performs the action.

[nasimg]

@Ehsan

Thanks (good to add this to the wiki) but this is something I've been after for a while

Any plans to expand this to the customers (basic account)?

Nasim

[James Ainsworth]

Hi @nasimg

There are no plans to extend authorisations to Basic Accounts.  Authorisations are a feature of the main collaboration application and required access to collaboration in order to provide an outcome to an authorisation. 

Regards,

James

[nasimg]

Hi @James Ainsworth

Thanks for the clarification

Nasim

 

[nasimg]

Hi

We are looking at adding a new starter process, but need a manager to approve. Any suggestions would be gratefully received.

Nasim

[Steve Giller]

@nasimg You'll either need to make each manager an authoriser by purchasing the relevant licenses or you'll need to create a task to have a user gather authorisation from the manager and have them complete the authorisation in SM.

[nasimg]

Cheers @DeadMeatGF but that would cost too much.

We are actually trying to use autoresponder to allow staff to enter a manager's email in the progressive capture which sends them a templated message. The text asks the manager to reply to this with "approve" or "reject", this updates the ticket's timeline. We have a activity which has to be completed by the owner to say the manager approved or rejected (and are using substatus to show if a manager has responsed).

Nasim