Approval Settings

Approval Settings allow you to define approval configurations for Requests, Problems, Changes, and Releases, and automate the approval process.

Configure Approval Settings

• Go to Setup > General Settings > Approval Settings.

• Use the module drop-down to select your preferred module. Configure the following options as per your requirements:

  • Select if you want to mandate approval comments.

  • Select if you want to notify when other approvers take action.

  • Select if you want to automatically approve if the requester is the approver.

  • Select if you want to automatically approve if the same approver has approved in the previous stages.

Approval Process Settings

Requests

Configure how a request behaves during the approval process, including status and timer updates while awaiting approval, after approval or when the approval is rejected.

 

• The timer can be paused for requests pending approval to minimize SLA violation. Select the request status from the drop-down for which the timer must be stopped.

• After the request is approved, you can choose to start the timer and update the request status. Select the request status from the drop-down.

• If the request is rejected, you can move the request to any of the completed status. Select the status from the drop-down.

• You can add closure code, closure comments, and resolution for the rejected requests.
• You can also choose to update the status of associated tasks or delete them.

 

• Select if you want to restart the approval process for a service request after the resource in the service request is updated.

 

 

Problems

Configure how approval notifications are triggered for problems:

Instantly at approval level creation

• Approval notifications are triggered automatically as soon as approval levels are created.

• Approval notifications are sent regardless of whether the previous approval levels are approved or denied.

 

Automatically based on previous approval level

• Notifications are automatically triggered only after all previous approval levels are approved.

 

Manually based on previous approval level

• Approval notifications can be sent manually only after all previous approval levels are approved. If any previous approval level is denied, sending the approval notification will be restricted.

 

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