This section provides information about:
When a client logs in, creates a new ticket, and selects a request type assigned to an approval process, the following notification appears:
This Request Type requires approval.
To complete the approval process, Web Help Desk sends an email to the approver assigned to the first step of the approval process. The first approver approves the change, and an email is sent to the next approver. The process continues until the ticket is approved or declined as specified in the approval process criteria.
An approver views or responds to the approval request in email or the Web interface.
To complete the email approval process, approvers receive an email when a ticket is created with an assigned approval process. The approver responds by clicking Yes or No. Web Help Desk opens a Web page asking the approver to confirm their decision. If the required number of required approvers choose Yes, the ticket status changes to Approved. If the required number of required approvers do not choose Yes, the ticket status changes to Denied.
If an approver clicks No, the approver receives an Explanation text box where they provide reasons for declining the request. The approver can also use a Visible to Requestor check box that allows the explanation to appear to the requestor.
You can approve client tickets from two locations:
The ticket is moved to the Old Approvals page.
The approval displays in the Status & Schedule tab.
In the My Approvals page, the ticket is moved to the Old Approvals page.