Submit a ticketCall us

Systems Monitoring for Dummies
Our new eBook will teach you the fundamentals and help you create monitors and alerts that are effective, meaningful, and actionable. Monitoring is more than a checkbox on your to-do list. This free eBook will give you practical advice to help you succeed in all aspects of monitoring – discovery, alerting, remediation, and troubleshooting. Don’t miss out on this indispensable resource for newbies, experienced IT pros, and everyone in between. Register Now.

Home > Success Center > Web Help Desk (WHD) > Web Help Desk Administrator Guide > Set up the application > Create approver roles

Create approver roles

Created by Steve.Hawkins, last modified by Anthony.Rinaldi_ret on Jul 18, 2016

Views: 33 Votes: 0 Revisions: 6

An approver role provides dynamic approver assignments based on the department or location associated with a ticket. A department approver role approves or rejects tickets for a specific department.

You can only use one department approver in a process. If you require multiple department approvers to approve a request, then configure the process with client approvers.

For example, each location can have location approver roles that approve all requests to procure a new printer. For each location, you can configure clients for these roles in the Location Approvers screen located at Setup > Processes > Location Approvers. If you assign these roles to an approval process for a request type such as Procure Printer, Web Help Desk automatically sends ticket approvals for this request type to the clients assigned to these roles at the appropriate ticket location.

Approver roles specify the level of authority for a given approver. These roles include:

  • Location Approver. Approves the assignment for specific locations
  • Department Approver. Approves specific departments
  • Change Advisory Board Member. Participates in a Change Advisory Board (CAB)

In the following example, the IT Department Approver role is created for the Information Technology department.

  1. Click Setup and select Processes > Approver Roles.
  2. Click the Department Approver Roles tab.
  3. Click New.
  4. In the Approval Role Name field, enter a name that describes the role.

    For example: IT Department Approver

  5. Click Save.

Create approver roles for locations

To add a position that will be responsible for approvals for one or more locations:

  1. Click Setup and select Processes > Approver Roles. 
  2. Click the Location Approver Roles tab.
  3. Click New. 
  4. In the Approver Role Name field, enter a name that describes the role.

    For example:

    Austin Approver

  5. Click Save.

    Your selected name is added as an approver role name.

Assign clients to location approval roles

  1. Click Setup and select Processes > Location Approvers. 
  2. In the Location Name column, click a location.
  3. Click Add Role. 
  4. Click the Approver Role drop-down menu and select the appropriate role.
  5. In the Approver Name row, enter a client first and last name in the appropriate field and click Search to locate a client.
  6. Click the name of the person you want to assign as a location approver.
  7. Repeat steps 4 through step 6 above to add additional approvers.
  8. When you are finished assigning approvers, click Save. 

Assign clients to department approval roles

  1. Click Setup and select Processes > Department Approvers.
  2. Click the department. For example, Information Technology.
  3. Click Add Role.
  4. Select the Approver Role. For example, IT Department Approver.
  5. In the Client Lookup section, search for and select the name of the person you want to assign as the department approver.
  6. Click Save.
Last modified