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You can approve or reject a change, view approval comments or seek more information before approving a change. When an approver approves/review a ticket, the ticket will be removed from the outstanding items, both from the Approval and Review section. This helps the approver to focus only on the tickets which are yet to be approved or reviewed.

Follow these steps:

  1. Click WORKSPACES> SERVICE DESK> Outstanding Items.
    The Home tab lists the pending approval, reviews, and feedback requests. You can click the link corresponding to the approval request to view the ticket.
  2. Click the Expand button  corresponding to the approval request and read the details of the ticket. You can enter your own comments in the Comments field. Click the Decisions tab to view the comments and decisions of other approvers.

  3. Click Approve to approve the request, else click Reject. If you need more information, mention your requirements in the Comments field and click Need More Info.

When you

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request

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When you request for more information, your comment is added to the comments log. The request stays in your Outstanding Items list until you approve or reject it.

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  • Some tickets can have multiple approvers, but the approval of only one approver can be sufficient for processing them. If one of the approvers has approved the ticket, the approval request moves out of your Outstanding Items list. If the request is withdrawn, an approval request can move out of your Outstanding Items list before you approve it.
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  • If you are out of office, you can still approve or reject. The ticket must be visible in your Outstanding Items list to approve or reject it. If the request is not visible in your list, it means that the delegate has already responded to the request. If your delegate submits a response, you can revoke it. You can, communicate your decision to revoke the response to the service desk, for action on their part.
  • Submit your approval twice, if you are:
    -      An approver for a ticket
    -  A Delegate for another approver of the same ticket

    First you submit the approval for yourself, and then for the person who has assigned you as a delegate.
  • Every ticket is treated according to a predefined workflow and routed to the appropriate support groups. You cannot send a ticket for approval to your supervisor before submitting it to the support group. Your administrator can create a workflow to route tickets to your supervisor for approval, before routing to a support group. This routing is not visible to you from the Self-Service user interface.

Approve Tickets through Email

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If you are designated as a reviewer for a ticket, you can view the request in your Outstanding Items. You can also provide your feedback. When a reviewer adds a comment in a ticket and submit, the ticket will be removed from the outstanding items from the Review section. 

Follow these steps:

  1. Click WORKSPACES> SERVICE DESK> Outstanding Items.
    The Home tab lists the pending approval, reviews, and feedback requests. You can click the link corresponding to the review request to view the ticket.
  2. Click the Expand button corresponding to the review request and read the details of the ticket. Click the Decisions tab and view the comments of other reviewers.
  3. Enter your review feedback in the Comments field and click Submit. If you need more information about the ticket, mention your requirements in the Comments field and click Need More Info.

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