external authorisation Managing External Authorisations

[Jeremy]

I would like to know how people manage External Authorisations, specifically if you need to change it to someone else or to progress the request before the authorisation is complete?

We have some instances where people may be on leave and we want to change the authorisation to another person which I can do in the BPM, but it requires a decision to be made via the email. However there is no way to override it in the system as there is no task in the request and we cannot send the email to more than one address, so we are just waiting for the authorisation to expire (some of ours have an expiry of 14 days) before you can actually do anything with the request.

[Steve Giller]

If you want a Task in the Request, you can set the BPM to email the Authoriser and assign a Task to the Request's Owner (or Owning Group) to action when there is a response. This Task can have outcomes of "Approved", "Rejected", "Change Approver", and the usual expiry and the workflow can branch based on that outcome.

Alternatively you can use Authorisation nodes in place of External Authorisations.

Both of the alternatives have an attached cost - the former in Analyst's time and the latter in Collaboration Licenses - but the additional functionality they bring would be the business case for this.

[Jeremy]

It's seems a shame that you can't even get a link to the email that has been sent via Direct Outbound. I know emails in the inbox etc have their own individual links so it would be nice to have this for the Direct Outbound Messages then maybe we could find a way to add a link to the timeline or to have a custom button take you to the email so that they could be processed in these edge cases.

[Steve Giller]

This would really be a part of the business case for the alternatives.

[Salma Sarwar]

@Steve Giller I would also like this feature where the analyst can at least override the authorisation.  I tried to use a quick action which set the status to authorised but does not actually move the workflow on.  Is there any other suggestions.

 

Kind Regards,

 

Salma

[Jeremy]

@Salma Sarwar the only way to progress a request is to go into the Admin panel then Direct Messages find the email that was sent to the person and then you can complete the tasks from there. Not an ideal solution but it works, it's just more admin overhead for those looking after the system.

[Salma Sarwar]

@Jeremy thanks for your reply, that's definitely not ideal but a workaround.  It would be nice if the analyst could do this from within the ticket but at least gets us out of the pickle in the interim.  Thank you for your help.

 

Kind Regards,