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Apply an issue approval process in a request queue

Last update: Wed Mar 26 2025 00:00:00 GMT+0000 (Coordinated Universal Time)

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The video explains the process of applying a default approval process when creating a request queue. 鈥 When a request is created, it starts with the status 鈥淣ew - Pending Approval,鈥 and an approval notification is sent to the designated approver. 鈥 If approved, the status changes to 鈥淣ew,鈥 allowing assigned individuals to begin work. 鈥 If rejected, the status may incorrectly revert to 鈥淣ew鈥 due to a common mistake in the approval process setup. 鈥
The video highlights that the approval process is triggered when the status is set to 鈥淣ew,鈥 which is the default for new requests. 鈥 If rejected, the system defaults to changing the status back to the previous one, which is not ideal for new requests. 鈥 Instead, a different status, such as 鈥淲on鈥檛 Resolve,鈥 should be chosen. 鈥 The video also notes that there is no 鈥淩ejected鈥 status provided by default, but a system administrator can create one if needed. 鈥

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Transcript
When creating a request queue, you鈥檙e given the opportunity to apply a default approval. This will attach the issue approval process you choose to each request created using this request queue. To learn how to create a request queue, click the link below. When this approval process is applied, instead of entering your request queue with the status of new, the request will start out with a status of new pending approval. An approval notification will be sent to the person or persons designated in the approval process. We鈥檒l log in as the approver and approve it. When it is approved, the status will change to new. Anyone assigned to the request will now be able to start work on it. But what if it鈥檚 rejected? Let鈥檚 take a look at what happens then. We鈥檒l log in as IDA again. This time we鈥檒l reject it. But when we go back and look at the request, the status has changed to new. What happened? We made a common mistake when we created our issue approval process. Let鈥檚 take a look at it. To learn how to create an approval process, click the link below. Here we are in path 1. This approval process is triggered when the status is set to new, which is the default status for a new request. IDA Blankenship is the approver, and here is what happens when the approval is rejected. It says to change the status back to the previous status. This is also a system default, and in most cases it鈥檚 a good choice, but not when you鈥檙e using the approval process in a new request. Instead, we should choose a different option, such as won鈥檛 resolve. There is no status named rejected, but your system administrator can create one if needed. For now, we鈥檒l just choose won鈥檛 resolve.

Key takeaways

  • Default Approval Process: When creating a request queue, you can apply a default approval process that automatically assigns an approval workflow to each request.
  • Status Changes Upon Approval: Approved requests change their status from 鈥淣ew - pending approval鈥 to 鈥淣ew,鈥 allowing assigned individuals to start working on them.
  • Common Mistake in Rejection Handling: If a request is rejected, the status will revert to 鈥淣ew鈥 due to a default system setting in the approval process.
  • Recommended Status for Rejected Requests: Instead of reverting to the previous status (鈥淣ew鈥), it is better to choose a different status, such as 鈥淲on鈥檛 Resolve,鈥 to avoid confusion.
  • Custom Status Options: There is no 鈥淩ejected鈥 status provided by default, but a system administrator can create one if needed for better clarity in the approval process.
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