Submit a ticketCall us

AnnouncementsAre You “Flying Blind?”

When it comes to your complex IT infrastructure, you want to ensure you have a good grasp of what’s going on to avoid any fire drills that result from guesswork. Read our white paper to learn how proactively monitoring your IT environment can help your organization while giving you peace of mind.

Get your free white paper.

Home > Success Center > Web Help Desk (WHD) > WHD - Knowledgebase Articles > Set up an approval ticket in WHD

Set up an approval ticket in WHD

Table of contents

Updated September 25, 2018

Overview

When setting up an approval process, remember that the approvers in the approval process are always clients. A tech account cannot be used in the approval process.
Should you require one of your techs to be an approver, be sure that the tech has a corresponding client account.

Environment

  • WHD 12.x

Steps

  1. Define the approval process: Setup > Processes > Approval Processes > New
  2. Select the approvers in the settings for the approval.

    The requests can be approved through email, web, or both.

    kb6185step2.jpg

  3. Once the approval process is defined, set up the new ticket status type to be used only for the approval processes.

    For example, needs approval, approved, refused or denied.

    Setup > Tickets > Status Types > New.

    kb6185step3.jpg

  4. Once the new status type has been added, set them for use on the status type option: Setup > Tickets > Status Types > Option tab.

    kb6185step4.jpg

  5. Generate a new request type to be used for the tickets that will need approval.

    An approval process can be selected in the settings for this new request type.

    When the tickets are generated with this request type, the approval process will automatically be initiated.

    If the new ticket status type is setup properly, they will also be used when appropriate.

Last modified

Tags

Classifications

Public