Review, Approve, or Reject a Ticket

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This article describes the change approval features available in Serviceaide Intelligent Service Management. Read this article to understand how to view and manage the pending approvals or reviews.

Change Management and Approval

An administrator can set up a change approval process, define automated workflows, and identify approvers of change.

Some tickets must pass through a change approval process before the support group resolves them. For example, Change Requests. If the ticket meets the specified conditions for an approver group, the application automatically assigns a ticket. The ticket is assigned to that approver group. If necessary, the analysts can also add an approver manually.

When you are required to approve or review a change, the application sends you a notification. You can respond to the request either from the application or through email.

View Pending Requests

You can view your pending approval and review requests on the Outstanding Items page in the application.

Follow these steps:

Navigate to WORKSPACES> Outstanding Items to see the requests in your queue.
Click the expand button to view the details of a request.

Approve or Reject a Ticket

You can approve or reject a request, view comments posted by other users, or seek more information before approving it.

Follow these steps:

Click WORKSPACES> 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.
Click the Expand button corresponding to the approval request and read the details of the ticket. You can enter your comments in the Comments field. Click the Decisions tab to view the comments and decisions of other approvers.
Click Approve to approve the request, else click Reject. If you need more information, specify your requirements in the Comments field and click Need More Info.

When you approve or reject a request, it moves out of your Outstanding Items list. You can no longer see the request.

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.

For some tickets with multiple approvers, the approval of only one approver is sufficient for processing them. In this case, the approval request moves out of your Outstanding Items list if one of the approvers has approved the ticket. If the request is withdrawn, an approval request moves out of your Outstanding Items list before you approve it.

When you are out of office and you have assigned a delegate, you can still approve or reject a ticket. For you to approve or reject, the request must be visible in your Outstanding Items list. If the request is not visible in your list, it means that the delegate has already responded to the request. You cannot revoke a response that your delegate submits. You can, however, communicate your decision to revoke the response to the service desk, for an action on their part.

If you are an approver and delegate of the same ticket, submit your approval twice. Both as an approver and a delegate.

Every ticket is treated according to a predefined workflow and is 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 your tickets to your supervisor for approval, before they are routed to a support group. Such a routing is not visible to you from the Self-Service user interface.

Approve Tickets through Email

You can approve a ticket that seeks your Approval or Review through email.

Follow these steps:

Open the notification mail seeking your Approval or Review for a ticket.
Click Reply to respond to the mail. Do not alter the subject line. The subject line must start with the words Re: or RE: and the Ticket Number. For the emails forwarded from another mailbox, the subject line can contain FW: and Ticket Number.
Enter "Approved" or "Rejected" as the first word in the body of the Reply. The reply depends on whether you want to approve or reject the ticket.

Your approval comments get appended to the ticket. The ticket is no longer pending your approval. The first word in the message body must be Approved or Rejected. Else, the action of approval or rejection is not applied to the ticket.

If your reply is in an improper format, your response is not applied to the ticket. The pending approval shows in your Outstanding Items list.

Note: You can also click the direct URL Link to view the ticket details before you approve or reject the ticket.

Review a Ticket

When you are designated as a reviewer for a ticket, you can view the request in your Outstanding Items. You can also provide your feedback.

Follow these steps:

Click WORKSPACES> 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.
Click the Expand button corresponding to the review request and read the details of the ticket. Click the Decisions tab to view the comments of other reviewers.
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.

When you submit the review comments for a request, it moves out of your Outstanding Items list. You can no longer view the request.

When you request for more information, your comment is added to the comments log. The request stays in your Outstanding Items list until you submit the review feedback.

As a reviewer you can only submit your feedback on a ticket. You cannot approve or reject it. If the ticket meets the approval criteria, a review request can move out of your Outstanding Items list before you complete the review.