Approvals in Requests

Approvals in Requests

All approvals sent for the request will be recorded in the Approvals tab within the request.
 
In the Approvals tab, you can submit the request for approval and also approve/reject a submitted request.
 

Submit a Request for Approval 

Role Required: SDAdmin, Technicians with edit request permissions.

An SDAdmin can configure any MSP users (requester/technician) and requesters of the customer as the approver.

A customer-restricted technician can only configure technicians associated to that customer and requesters of the customer as approvers.
  1. Go to Requests and choose the respective customer from the drop-down in the header.
  2. Open the request you want to submit for approval.
  3. Click Actions > Submit for Approval or go to the Approvals tab and click Submit for Approval.
  1. Specify the To address.
  2. Enter the relevant Subject in the given field.
  3. Enter a relevant Description in the given text field.
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$ApprovalLink is a variable that will be replaced with the approval link when the email is sent.
  1. Click Send to send the mail for approval.
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 When an approval is configured for a customer's request, the recipients to whom the approval should be sent will be listed based on the selected customer. 

Add organization roles and users who have Request Approver permission to be designated as approvers in the Approvals tab of the service request template. Learn more about service request templates.


 

Approve/Reject a Request 

Role Required: 
MSP users and requesters of the customer can be added as an approver for an incident request.

For a service request, only technicians and requesters with the Request Approver permission can be added as an approver.
 
To configure a user with Request Approver permission,
  1. Go to Setup > Users & Permissions > Users.
  2. Select the respective customer from the drop-down in the header.
  3. In the user list view, select the user(s) that you wish to assign approval permissions using the checkboxes.
  4. Click Actions > Assign Approval Permissions.
  5. In the pop-up displayed, select Request Approver and click Save.
 
Approve Request via Mail:
The user to whom the mail is addressed gets an approval mail with the link. On clicking the approval link, a form with the request details along with the approve or reject option will be displayed.   

Approve Request via My Pending Approvals:
For approvers, their pending approvals are recorded in the My Pending Approvals panel. You can directly approve or reject the purchase orders from this panel.
  1. Click displayed in the application header.
  2. Click Take Actions.
  3. Enter your comments, if any, in the text box.
  4. Finally, click Approve or Reject.
Once the request is approved by the user, the status of the request changes to Approved. If rejected by the user, the status of the request will remain Open.
 
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Approval comments can be mandated by the SDAdmin. Learn more. 
 

Delegate Approvals  

Requesters and Technicians can delegate approvals in case of their unavailability and configure another user as the backup approver.

MSP users (requesters and technicians) can delegate approvals only to other MSP users. Likewise, requesters of the customer can delegate their approvals only to other requesters of the same customer.

You can delegate approvals from the request details page or from the My Pending Approvals panel, which can be accessed from the header.

Set up delegation under Setup > Automation > Delegation. Enable Technicians can set up delegation for their unavailability and Requesters can set up delegation for their unavailability.
To delegate approvals from the My Pending Approvals panel,
  1. Click in the application header.
  2. Hover over the request pending your approval and click .
  3. Select a user from the drop-down list and click Delegate.
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  icon will be displayed only if ad hoc delegation is enabled in Setup > Automation > Delegation, and if the approval is raised for the user currently logged.  

 
To delegate approvals from the request details page,
  1. Go to the Approvals tab within a request.
  2. On the approval you want to delegate, click .
  1. Select a user from the drop-down list and click Delegate.

To revert delegation, click Revoke Delegation below the approval comment. You can configure revoke notifications under Notification Rules. Learn more.

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Users can delegate approvals assigned to them. The backup approver cannot delegate their approvals. 
 

Request Approval Notifications 

You can configure approval notifications and email templates for requests under Setup > Automation > Notification Rules > Request. Select the respective customer from the filter in the header.

The available notifications for request approvals are as follows:
 
Notification to Requesters:
  1. Notify requester when a request gets approved or rejected.
  2. Notify automated approval actions when the requester is configured as approver.
 
Notification to Technicians:
  1. Select users to notify whenever an approver acts on the approval request. (You can choose to notify requesters, technicians, editors, and approval senders in the request.)
  2. Select technicians to notify when the request approval workflow does not have users from the organizational roles.
 
You can also customize the notification email template for request approvals by editing the Approval Email template under Email Notification Templates.
 
Learn more about notification rules.
 

Delete Approvals 

To delete an approval,
  1. Go to the Approvals tab within a request.
  2. On the approval you have configured, click .
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 You can only delete an approval that is configured by you.

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