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Home > Manager Guide > Operations > Request Fulfillment > Approve Requests

Request Approval Process

As part of the Request Fulfillment approval process, Users that have a Manager Role and are assigned to a Service Request Team can approve or reject Service Requests. To allow a Manager to approve a Request they must be assigned to the Service Request Workflow Approval State. (See: Service Request Teams.) Then, when a Request is moved into an Approval State, the Manager is assigned the Request allowing them to view and reject or accept the Request.

 

The security of the approval process can be enhanced by forcing the assigned Manager to re-enter their User Name and Password when processing a request. This is achieved by enabling the Strong Authentication option for the Team. (See: Service Request Teams.)
 

The service management system allows Managers to approve a Request either via the application's interface or email.

 

Accept or Reject a Service Request via the application

  1. Select the Request tab

  2. Select the filter option Pending Approvals
    From the list provided select a Request ID hyperlink.

  3. Click Edit
    The Accept and Reject will be available to process the Request.

    workflow_approval.png 

  4. Select the Next Action option
    Click approve.png (Accept) or reject.png (Reject) button to move the Service Request into the relevant pre-defined state and re-assign the Request to a Technician allocated to the status.

  5. Enter Authentication details, if prompted
    When the Strong Authentication option is enabled for the Change Team associated with the request, an Approve Change Request window is displayed prompting the User to enter their Password details. Enter your Password and select the Authenticate button and click cross_close.png  to close the pop-up window.

  6. Enter additional details in the Notes Tab, if relevant
    A Notes window is displayed to allow the Manager to add detailed information regarding the approval option selected.

    notes_sr.png

  7. Click Add Note.
    Note that the Manager User will no longer be able to edit the Request after the selection is made, and the Request will continue through the Service Request Workflow Lifecycle.
     

  8. If the Approval State is configured to be an Item Details Editable state, the Manager can amend the Item details when in this State.
     

Accept or Reject a Request via email

To use the Manager Request approval process via email, the following configuration must be in place:

 

The Administrator must configure the system Setup>Email screens to include:

 

The Supervisor must also include an incoming email address for the Service Request Team.

rfc_approval_email_setup.png

 

When a Service Request is escalated to an Approval State, an email is sent to the assigned Manager User informing them that a Request is pending approval. The Manager can approve or reject the Service Request by simply replying to the escalation email using the words Accept /Yes or Reject/No.

 

When the system polls for incoming email, the Manager's response is automatically applied to the relevant Request and based on the Manager's response, the Request is routed to a Technician allocated to the next Workflow State. The Manager is also sent a confirmation email informing them that their selected action has been applied to the Request.

 

Example of email sent to Manager:

service_request_app_email.gif