Some feedback after early trials. Overall, I love the idea, but there's some key areas that need polish before this is something I'd put in front of a client.
Limitation of 1 request per ticket - This alone makes it unsuitable for some more complex workflows. Having the ability to request approval for different actions (ex: "can support assume into your account?" can lead to “We need to upgrade your production instance - do you approve of this change?”. We need to log each approval. They may also be subject to different approvers.
End User Display - When an end-user is seeing the approval screen - let us control the ticket fields shown. Some fields do not need to be shown, whereas others do. I attached an image, there are two fields that I don't want shown in this context. Additionally, for custom dropdowns, the UI only displays the tag value, not the label for the option. Ick!
Ticket Events - While we can do this with triggers leaving comments now, it would be good if by default the creation/withdrawal/result of an approval left a note on a ticket by default (configurable to be public or private), so we can see who requested/decided what and when.
Visibility - Please show an indicator if there is an unresolved Approval for that ticket.
Auditability is a key part of approvals in the ticket timeline. If something goes awry and we need to come back to a customer showing that approval on their end WAS provided, it's much easier to show that if it makes a ticket event with a comment visible to all parties.
Reporting - IMO this shouldn't ship to GA without the ability to measure approval timelines and delays (as these might mitigate SLA adherence issues).
Multi-User/Stepped approval. Let us assign more than one approver(especially for end users) and some basic logic (ex: ALL of the Approvers, X of the approvers, ANY of the Approvers, X, THEN Y Approver).
Workflow & Templates - As I believe others have mentioned, templates for approval requests as well as ability to create them via macro would be a huge plus for agents.
Thanks for considering!
