Approvals

Approval is a formal process that grants permission, after a thorough review, for any request to move to the next stage.

The approval process in ServiceDesk Plus Cloud involves review, approval action, and execution. Authorized users approve or reject requests, resources, tasks, or changes based on certain criteria before implementing them.

You can automate approvals as custom actions via triggers.

 

Role Required

Modules

SDAdmin, HelpDeskConfig

Requests

SDAdmin

Changes

SDAdmin

Releases

 

Configure Approvals 

 

Fields

Description

Approval Name*

Provide a name for the approval.

Description

Describe the approval.

Applies to
(This setting is not applicable for release module)

Select an entity to which the trigger should be applied.

Approval Rule

Choose the approval rule from the drop-down. The available approval rules are:

  • Anyone to Approve - Approval is granted if one of the approvers has approved; gets rejected only when all approvers have rejected.

  • Everyone to Approve - Approval is granted only when all approvers have approved; gets rejected otherwise.

  • First Response Action - Approval is granted only when the first-ever approver has approved it; gets rejected otherwise.

  • Majority to Approve - Approval is granted only if the majority of approvers agree; gets rejected otherwise.

  • % to Approve - Approval is granted if the specified percentage of approvers provide approval; gets rejected otherwise.

Approvers*

  • Select approvers from the drop-down. Type an approver placeholder to search the approver and select it from the drop-down.

Supported approvers are listed here.

Email Notification Template

Choose a template to send email notification to approvers.

  • Global Template: Populates default email notification template configured in the Notification Rules.

  • Custom Template: Allows you to customize the notification message specific to an approval action.

You can configure actionable email notifications if Actionable Messages for Outlook   integration is enabled. Know more.

Approval Settings

Define the approval configurations.

  • Global Settings: Settings configured under Setup > General Settings > Approval Settings is applied.

  • Custom Settings: Overrides global approval settings. Use the following options to set configurations specific to an approval.

  • Mandate comments for all approvals.
  • Notify when other approvers act on the approvals.
  • Automatically approve if the requester and approver are the same person.
  • Automatically approve if the same approver has previously approved at an earlier level.

*mandatory fields

 

 

Supported approvers for modules and sub-entities are captured in the table below:

 

 

 Module 

Module Approvers

Sub Entity

Sub Entity Approvers

 

Request

  • Organization roles

  • Request users

  • Requester
  • Technician
  • Editor
  • Lookup users

 

  • Users

Task

Owner

Created by

Approval Level

Approvers

Change

  • Change users and Roles
    (Includes lookup users)

  • Organization roles

  • CAB members

  • Technician Groups

  • Users

Task

Group

Owner

Created by

Approval Level

Approvers

Release

  • Release users and Roles
    (Includes lookup users)

  • Organization roles

  • CAB members

  • Technician Groups

  • Users

-

-

 

List View Operations

You can manage approvals from the list view and perform the following operations:

Preview: Click a row to expand and preview the approval. Click Related Workflows to view the execution details of the approval in the related automations.

Edit, Delete, Enable/Disable Approvals - Click  beside an approval name to edit, delete, enable/disable an approval. You can also enable/disable approvals using the toggle button in the Status column.

Delete operation is restricted for an approval action while being used in triggers.

Bulk Actions - Select approvals, click Actions menu on the toolbar to bulk delete, enable/disable approvals.

Global Configurations - Click the Global Configurations menu on the toolbar to configure the approval settings or approval notifications globally.