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.

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.

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. If you want to add more approval levels, follow the same process again.

Note: A maximum of 15 approval levels can be added for a given problem.

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.

Technicians can also manage their own approvals from the My Pending Approvals widget. From the widget, technicians can approve, deny, delegate, and revoke the approvals as well as navigate to the respective problem’s details page.

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

New Closure Rule "All Approval levels should be approved" added for Problem module. When this rule is enabled, all approval levels should be approved. If any one of the approval levels is denied, then problem close is restricted.