PX Engagement Approval Flow

Seconding! I’ve leveraged PX in two roles so far and run into this need in both. In my previous role we created a Jira workflow as a workaround but it would be great to see something built natively so partner teams don’t have to work across multiple systems.

Great idea! Currently, we are using JIRA tickets to track. But would be great to have directly in Gainsight.

Agreed with Michele. We are also tracking in JIRA. But this only works for UX and Product created/driven engagements. We have Marketing, Launch, Support and other teams who want to create and push engagements. The only way to properly manage these is currently to intentionally bottle neck the ability to launch to Production. We have limited this to only our Product Managers as the final say for what goes into the product. But this is not sustainable to enforce standards and review from other teams. 

Just added my upvote as I know @susan_parker has asked for this as well. 

My company’s concern is more about regulatory compliance (not optional), vs internal governance (to stay organized). 

In order to follow our SDLC requirements and not run afoul of SOC2 and other certifications, we absolutely cannot allow anything to be published to our production environment without a code review and restricted OPS deployment.  We are running a pain-in-the-neck side procedure through Jira, but this often adds 2-3 days to any engagement publication.

If Gainsight had a built in approval process that controlled publication to production environment and provided a solid audit trail -- we would not need the Jira procedure at all.  See Split.io for an excellent example of exactly what we need.

Acknowledge on this request.  Initially we thought of integrating the workflow with JIRA so that current processes that you have established may still continue.  Will that be helpful?

That said we also take @susan_parker ‘s  request into consideration.  Today we don’t have such audit feature in place in PX and as we think about it, the team will consider this as part of that request. 

Few extended questions -

1. Do you have pool of resources who can approve a engagement? or Do you create that at a per approver basis? 
2. We can create a process where a request for publish can be pushed to approver/group and one of them pushes to engagement. This trail is something that we can make available as part of an extension to Admin console where you can monitor who is publishing an engagement and who has requested for the publish etc. 

cc: Abhilash

1. Yes, we have a very tightly controlled group who can publish an engagement to production.  This is the Production Launcher permission that GS already has in place.  We would also want a “second set of eyes” reviewing the engagement or KC -- likely a Manager level, or even if we can just direct to a specific person and have that recorded.

   

    

2. Yes, this process is what we need.  A good example that works very well for us is the Split audit trail.  Each entry in the log shows the changes made, who created the update, and who approved it.  Per our settings, every change in the Production environment must have the approval cycle -- changes in Dev or QA record the change, but do not enforce the approval.

@skalle 

@skalle - Our approvers will depend on product tag, and also on the team creating engagements.  If an admin could set a list of approvers for each product tag, that would be good. Ideally the content creator could select the most applicable approver for their engagement (from the list). 

I added another Up vote on this one -would be really great to have an integration with Jira - to have a ticket through stages and approvals.