I would like to set up the condition which can define the approver by different user from different department.

For example, a user need to obtain the head approval:
HR Department user -> HR department head
Admin Department user -> Admin department head
IS Department user -> IS department head

Additionally, when the reporter is a department head, the ticket must skip the approval step. 

Assumptions

  • The user that needs to obtain the head approval is the issue Reporter
  • The user that needs to obtain the head approval belong to one of the following groups:

    • HR Department 

    • Admin Department 

    • IS Department 

  • On Approbation the issue moves from the status to .

Solution 

Workflow

Conditional Rules

Approval Mappings


 

How it works

An user that belongs to IS Department needs to obtain the head approval

The ticket requires IS department head approval.

An user that belongs to HR Department needs to obtain the head approval

The ticket requires HR department head approval.

The HR department head open a ticket too. It doesn't need any approval

The settings allowing this behavior include the following:

  • The HR department head must belong to the HR department group
  • The Approval mapping include the following Advanced Settings on
    • Minimum Required approbations/rejections based on conditions

    • Automatic Workflow Transition based on received approbations


The applied settings causes that the ticket moves on the next workflow steps automatically.