Problem Approval

Approvals is a formal process where stakeholder can perform a thorough review and grant permission before a problem proceeds to the next status.

Role Required: SDAdmins or technicians with the Modify Approval/Delete Approval permissions.

Add Approvals

You can add approvals through triggers and problem workflows. You can also automate approval actions for problems so that when a problem is raised, the approval will be in place.

If no automations are configured, you can add multi-level approvals manually.

1. Go to the Problems module and select the respective customer from the filter in the header.
   
2. Open the relevant problem.
   
3. In the problem details page, go to Approvals tab.
   
4. Click Add Approval Level.
   
5. Provide a name for the approval level.
   
6. Select the approval rule to apply:
   
1. Anyone to Approve - Approval is granted if one of the approvers has approved; gets rejected only when all approvers have rejected.
   
2. Everyone to Approve - Approval is granted only when all approvers have approved; gets rejected otherwise.
   
3. First Response Action - Approval is granted only when the first-ever approver has approved it; gets rejected otherwise.
   
4. Majority to Approve - Approval is granted only if the majority of approvers agree; gets rejected otherwise.
   
5. % to Approve - Approval is granted if the specified percentage of approvers provide approval; gets rejected otherwise.
   
7. Select approvers from the drop-down.
   
8. Click Save.
   

You can add up to15 approval levels and in each level can have up to 50 approvers. 

You can delete an approval by clicking in the approval level. Click to resend the approval notification.

Approval status

The following approval status is displayed in the problem details page based on the last added approval levels.

Approved: When all levels are approved.

Not Configured: No approval levels are added yet.

Pending Approval: When an approval level is added and no response has been logged yet.

Denied: When an approval level is rejected, the status changes to denied.

For example, if approval level one is approved or rejected and a new approval level two is added, the Approval Status changes to Pending Approval.

When the problem status is set to Closed, you cannot add new approval levels or perform approval actions on existing levels. 

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