Ramon Schouten
Currently, in HelloID Service Automation, when a product has no (valid) approver or owner configured, the requester must manually click a button in the request details to report this.
Current Behavior
When a product has no approver/owner:
  • HelloID detects this (otherwise the button would not be shown)
  • The requester must manually report the missing owner via a button
  • If the requester does not click this button, nothing happens
As a result:
  • Requests remain stuck without progress
  • Administrators are not notified
  • The issue is often only discovered later
Why this is a problem
*
This process relies on manual action from the requester, which is often forgotten.
This causes:
  • Stuck requests
  • Lack of visibility for beheer/servicedesk
  • Delays in processing requests
  • Unnecessary troubleshooting
Since HelloID already detects the missing owner, requiring manual reporting is redundant.
Suggested Improvement
Primary:
Automatically send a notification/email to a configurable address (e.g. servicedesk or functional beheer) when HelloID detects that a product has no approver at the moment a request is submitted.
Secondary:
Provide an option to configure or customize the content of this notification.
In short:
If HelloID detects a missing approver, it should automatically notify the appropriate team, without requiring manual input from the requester.