Advanced Approvals for IT Services

Note Though the existing documentation talks about Advanced Approvals in Revenue Cloud, apply the same concepts to IT service objects.

Example

Scenario: John is a Salesforce admin who wants critical releases at his company to go through an authorization process before they are deployed because they carry a high risk and impact. He decides to use the Advanced Approvals feature to automate the authorization process.

He wants the release to be implemented if it’s approved by a chain of approvers. The request only goes to the next user in the hierarchy if the first user approves it.

He designs a serial approval flow for releases with priority equal to critical which is triggered when the release record is created or updated.

He also adds an action button to Releases so release managers can manually submit approval requests.

Workflow: Jake is a release manager who who creates an IT Release for an emergency change request. If multiple approvers are sent the request simultaneously, Advanced approvals automatically sends approval requests to all stakeholders and creates an approval record for each request. In this case, only a single request is created because the request goes to the next person only after the first person approves it. All approvers also receive notifications via email.

Now, Sara is one of the members who receives an approval request. She logs in to her Approvals app and finds the request in her Approval Work Items. She reviews the request and approves it. Meanwhile, Jake stays updated with the status of the request from the Approval Status field on the release record.

The approval request then goes to Julia, Sara’s manager, who receives an email about the approval request and can approve the request from her Approvals app.

After all the approvers approve the request, Jake proceeds with deploying the release.