Adding of Approval Matrix/Policy in Helpdesk

[Rishi-Hingad]

I would like to propose an Approval Matrix / Approval Policy for the Helpdesk app to support structured, role-based approvals on tickets.

In many real-world workflows, certain actions or fields (approval, resolution, closure, cost-related updates, etc.) should only be allowed after approval from a defined authority such as a Supervisor, Manager, or Admin, based on configurable conditions.

Currently, while Helpdesk has concepts like Agent and Manager, there is no flexible approval framework. I am trying to implement such an approval policy, but I am finding it difficult to cleanly map approval roles with the existing Agent and Manager roles already present in the app. The roles are tightly coupled with assignment and visibility, making approval-specific logic harder to design without custom code.

A configurable approval matrix could help by:

• Defining approval rules based on ticket attributes
• Supporting role-based or hierarchical approvers
• Enforcing approvals server-side in a consistent way

Why This Matters
A standardized approval matrix would:

• Reduce custom code across implementations
• Improve security and auditability
• Make Helpdesk suitable for enterprise-grade workflows
• Align with common approval patterns already used in ERP systems

Sharing this here to get feedback on:

• Whether this aligns with the Helpdesk roadmap
• Recommended patterns for handling approvals with Agent/Manager roles
• Existing or planned approaches for approval workflows in Helpdesk

Any insights or suggestions would be appreciated.