Submit Request for Approval

Certain requests might require approvals from stakeholders before resolving them.

Technicians with Edit Request permissions can submit a request for approval. To do that,

• Go to the required request details page.
• Go to the Approvals tab and click Submit for Approval. 

• From the To field, select the required approvers. 
• Enter the approval subject. 
• In Description, compose the approval email. The $ApprovalLink variable will be replaced with the request link in the delivered email.
• Click Save.

Approve/Reject Requests

After technicians submit their approval request, approvers are notified immediately via email and push notification and in the My Pending Approvals in the header.

Under Approval Details, all approvals submitted for the request are displayed. Depending on your approval permissions, you can approve, reject, and delegate your approvals and cancel the delegation.

The approval status will remain Pending Approval until the approver acts on it. You can also view the approval status in the right pane of the request details page.

To resend an approval, use the Send for Approval icon next to it.

To approve or reject approvals, click Take Action.

You can also take actions from My Pending Approvals  in the header and the approval link received via email.

Whatever approval action you take is logged in corresponding approval records. Approval comments are displayed under the approver's name.

Delegate Approvals 

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

To delegate an approval,

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

After delegation, the approval's status changes to Delegated, and the approval will remain pending with the delegate. The delegate can now take action on your behalf. To cancel the delegation, click Revoke in the delegate's approval.

After delegation, if you act on the approval before the delegate does, the delegate can no longer act on that approval and status in the delegate's approval changes to Action taken by Original Approver.

Request for More Information about Approval 

For request/approval-related queries, the current approver can request for more information from requesters by clicking Need Info.

After the approver requests for more information, the approval status changes from Pending Approval to Pending Clarification. At this stage, approvers cannot delegate that approval but can approve or reject it.

The queries are recorded under Approval Comments. Click New Comment to raise further queries.

To respond to the query, click Reply next to it. Only after the requester responds to the query, the approval status will revert to Pending Approval.