The handover action node enables authors to build approval processes in a quick and easy manner – with no database involvement required. The author defines the position within a module where a handover process should occur. The handover action passes the following steps to another user for further processing. If necessary, additional handover actions can be inserted, for instance, to redirect to the initial user for completion.
❗ Please note that handover nodes need to be enabled by your Customer Success Manager.
A step-by-step guide to building approval processes
Implementing a handover action is a particularly user-friendly way to build approval processes. By using additional handover actions, authors can extend the approval process to involve more than two collaborators.
- Select "Handover" in the Actions menu to insert a handover action.
- The handover action node is a hybrid between an input node and an action node, with the upper half (Input) presented to the current user as their final screen, and the lower half (Action) notifying the user taking over via email. When you fill in the information, make sure to address users accordingly. The link for the handover process is added to the handover email automatically.
- Insert an input or result node following a handover action. This is the screen that the user taking over will see.
- Repeat process as necessary to hand over to different departments or even back to the initial user.
❗Make sure to publish your module, as handover action requires a published environment to function properly.
💡 Best practice for authors: In the content fields, briefly explain the process to the respective party. For example, if the initial user is awaiting approval from the legal department, let them know that they will receive an email after the legal department responds. Similarly, let the legal department know to follow the link in the email to respond to the user's request.
💯 Advantages of handover action nodes in approval processes
There are several advantages when using a handover action node in approval processes:
- A handover action is a hybrid between an input node and an action node that combines both, making it compact, clear, and easy-to-use
- Several handover actions can be used in one module, not only allowing for multiple parties to be involved in the approval process but also giving a better overview of them
- The approval process becomes efficient and clear as it cuts back on time communicating between different parties and helps to identify where in the chain further action may be required
- When utilizing handover actions for approval processes, authors are not reliant on the use of databases
- Handover actions are particularly useful when they are followed by only one or only a few input nodes
❌ When should you rather use case databases (and data views) for handover processes? (soon explained in further detail in another BRYTER bite)
For some use cases, case databases may be a better fit to execute handover processes. In general, authors should always ask the question of whether an email is the best way to notify the approver(s). All possible limitations that apply to email, such as emails being blocked by firewalls or being difficult to retrieve and prioritize, also apply to handover actions nodes. Other indicators that case databases and data views are better suited for a handover process are listed below:
- Overview and accountability: Very often the number of involved stakeholders in the process is also an indicator of whether a database and data view might be a better option. Using databases and data views allows authors to identify where a process might be stuck and to nudge the relevant stakeholder(s) to continue the process through, for example, an action in a data view. Having a status page data view allows showing everyone or selected stakeholders if the approval is delayed or missing.
- Several approvals handled by one person: For instance, when you are establishing a recurring workflow that requires storing and retrieving/approving cases. An example would be a vacation request/approval service containing separate modules for vacation requests and vacation approvals that each write and read out of a database. A manager can access the module and approve several requests quickly and in one place only.
- Number of approvers: If multiple people are involved sequentially or if any approval requires the confirmation or additional information from two or more stakeholders, a database and data views are better suited to capture the process.
- Delay or time between approvals and handovers: Databases and data views are better suited for approval processes where several hours, days, or weeks might pass between each handover or approval. In these situations, finding the email including the handover link might be tiresome.
Keywords: hand over; delegate; Freigabe