Problem Approvals

Configure and manage approvals for problems and automate approval actions through trigger-based and problem workflows. You can create multiple approvals as well as allow users to choose a sequential or parallel approval process from the Advanced Portal Settings.

Configuring Approvals on the Details Page

SDAdmins or technicians with the Modify Approval/Delete Approval role can configure approval and approval levels from the problem details page.

To add a new approval,

Go to the problems details page.
Under Approvals tab, click Add Approval Level.
In the pop-up that opens, enter a name and select an approval rule.
Select approvers. You can choose approvers from Problem users, Organisation Roles, Technician Groups, and Users.
Once you have selected the approvers, click Save. To add more approval levels, follow the same process again.

Note: Mail server Settings should be configured for approvals to work. A maximum of 15 approvals levels can be added for a given problem. Additional approvers can be added after an approval level is configured until the approval level is in pending status.

Configuring Problem Approval from Worfklow

You can also configure the approval from problem workflows.

To do that,

Go to Setup > Automation > Workflows > Problems

In workflow, you can choose Approval under Action Nodes.

In the Add Approval form that opens up,

Enter a Name and choose an Approval Rule. The following options are available: Anyone to Approve, Everyone to Approve, and First Response Action.
Select Approvers. Choose if you want to Notify pending approvers when others have acted on the approval.
Enter the Subject and the Message. You can use the $ variables to insert problem details, title, and other details related to the approval. Click Save.

Automate Problem Approval

You can automate approvals for problems so that when a problem is raised, the approval will be in place.

Role Required: SDAdmin

To automate approval for problems,

Go to Setup > Automation > Custom Actions > Approvals.

Enter a name and description for the approval. Select Problems against the Applies to field.
Choose an Approval Rule.
Select Approvers.
Under the Email Notification Template, you can either use the Global Template or use a custom template.
Under Approval Settings, you can choose to apply the global settings configured under Setup > General Settings > Approval Settings or use the custom settings.

Configure Approval Trigger Settings

You can configure 3 types of approval trigger settings from Advanced Portal Settings > Problem Management Settings.

Instantly at approval level creation
- Trigger approvals automatically once they are added.
- Add/send approval notification irrespective of previous approval levels status(Approved/Denied)
Automatically based on previous approval level
- Trigger approval emails automatically only if the previous approval levels are approved.
Manually based on previous approval level
- Send approval manually only if the previous approval levels are approved, If any one of the previous approval levels is denied, then approval mail send/resend will be restricted.

Note: In all three settings, if any one of the approval level is denied, the problem field "Approval status" is updated as denied. You can add approvals/approval levels irrespective of the previous stage.

Manage Approvals

You can manage approvals from the problem details page. Go to Approvals on the problem details page.

All the configured approvals will be displayed. You can use the respective icons to send email notifications to the approvers or delete the approvals from there.

You can add multiple approval levels and can choose either the sequential or parallel approval process from Advanced Portal Settings.

You can resend approvals until the approval level is completed (Approved/Rejected).

Approval resend is restricted when approval/approval level is approved.
Resend approval when approval is denied and still approval level is in pending state.

Approve/Reject Approvals

To approve or reject an approval, click Take Action next to the approval and click Approve or Reject.

Delegate Approvals

Based on delegation settings, you can delegate approvals, revoke delegation, and act on approvals you have delegated.

To delegate your approval,

Click Delegate Approval next to your approval record.
Select the user to whom you want to delegate and click Delegate.

Delegates cannot reassign the approval. They can only approve or reject it.

After you delegate, your approval status changes to Delegated, and the delegated approver is displayed with a Pending Approval status. This indicates that the selected user can now take action on your behalf.

You can revoke your delegation by clicking Revoke in the delegated approval record.

To notify the delegated approver when delegation is revoked, SDAdmin must enable Notify backup approver when the delegated approval is revoked under Setup > Automation > Notification Rules > Other Notifications > Delegation Notifications.

After delegation, the original approver can act on approvals they have delegated if Allow original approver to take actions on delegated approvals is enabled under Setup > Automation > Delegation.

After delegation, if original approver acts on the approval before their delegate does, the approval status in the delegated approval record changes to Action Taken by Original Approver and the delegated approver cannot take further actions.

Technicians can also manage their own approvals from My Pending Approvals in the header. Technicians can approve, deny, and delegate approvals and revoke delegation, as well as navigate to the respective problem’s details page. Learn more.

Approval Page from Mail

From the email, you can use the problem link to view the details of the problem.

You can also view the task details.

Approval related closure rule in Problem closure rule

Under Problem Closure Rules, when All Approval levels should be approved is enabled, all approval levels should be approved to close the problem. If any one of the approval levels is denied, then problem closure will be restricted.