Require assisatnce with configuring workflow for holding off a request for certain period

[Sandip Bhogal]

We have a workflow inplace so that when the ticket is created, request will be on hold for 10 Mins till the Director approves the request. This is something i need help with, would appreciate if someone could guide me to help get this process to work would be grateful:

 

If you think i need extra node for this before the hornbill automation, let me know what kind and how can it work, does it require alot of work too? 

[Steve Giller]

1 hour ago, Sandip Bhogal said:

when the ticket is created, request will be on hold for 10 Mins till the Director approves the request

The Request is placed on hold for 10 minutes, however it will come off hold when the Approval is completed regardless of whether the 10 minutes is complete, as you follow the Approval with a Take Off Hold node.

Are you intending to have the Approval completed within a maximum of 10 minutes? If this is the case the Authorisation node has an Expiry which controls this.
Or are you intending to have the Workflow wait for 10 minutes before sending the Approval email? In which case the On Hold node will need to be followed by a Suspend->Wait for Off Hold node.
Or is there something different you are trying to achieve?

 

[Sandip Bhogal]

How we want this to work; the user selects a specific option from a form on employee portal and ticket gets created. Due to the user selecting something very specific from the form, the email will need to be approved by the director. What should happen is, lets give the director a timeframe e.g. 3 days, lets keep the ticket greyed out on service manager so we cant perform any action till the director approves the request or rejects it (his actions). If the Director does not approve it within the timeframe set e.g. 3 days then the ticket auto closes and the request gets rejected meaning the user will need to submit a new request again. 

The workflow pretty much has majority of this covered already from the last specialist who helped me, we're at a stage where we only got a small part left to make it work - e.g. when the request is on hold, the existing ticket should stay open till 3 days set and at the moment when we test it, the ticket auto closes after 3 mins due to having no action from director. 

[Steve Giller]

21 minutes ago, Sandip Bhogal said:

the ticket auto closes after 3 mins due to having no action from director

This is due to a 2 minute expiry on the External Authorisation.

[Sandip Bhogal]

Thank you Steve, i think thats fixed it. I need to add something in the process where it excludes weekend for the timer. 

[Steve Giller]

That can be done with date calculations, however the functionality of the External Authorisations are limited, you might want to investigate the use of full Authorisations to achieve this more effectively.