I have a service request setup for 'Enable internet access', this service catalogue item has a box for line manager approval whic is ticked, and also two other boxes, one for 'IT authorisation' and one for 'Service authorisation', which are both left blank. So the process goes like this, user need internet access, fills in the request, the line manager approves, the request is sent to the helpdesk team, they add the user to the internet access enabled group.
Leadership today asked 'what if a line manager wants to request internet access for one of their staff ?', this process would not work. If they made this request currently then the line managers manager would have to approve it, and that wont fly.
Whats the best way to proceed with this to enable line managers to request and auto approve internet access for a staff member ? Should i simply add another service catalogue item for that type of request ? that just seems like an untidy work around. Can i modify this service request structure somehow to take into account those two scenarios ? Is there another way that im not seeing ?
Thanks in advance,