Approving Requests

You can use Self Service to approve a knowledge article, release milestone completion, change, or a Self Service request.

The system notifies you via email when you need to approve a request in some of the following instances:

As a member of a Knowledge Advisory Board or as a default approver for a knowledge collection, you are notified if an article belonging to the collection is pending approval.
As a member of a Change Approval Board or as a default approver for a type of change, you are notified if a change of the same type is pending approval.
As a member of the Release Review Board for a release or a as a default approver, you are notified if the release milestone requires approval. The system also notifies you to do a post-implementation review of the milestone after the last task in the milestone is completed.
As the manager of the organizational unit for someone who requests a Service Catalog change.
If you are using DSM, you might get approval notification if you are the owner of an incident or service request that requires approval.

Approve a Request by Phone

Click the Click to talk link to open the Click to Talk dialog box.

Select one of the phone numbers from the drop‑down list. Only non-blank phone numbers from your profile appear.

After you select a number from the drop‑down list, it appears in the label to the right.

You cannot modify the phone numbers that are displayed.

If the phone number you want to use is not in the drop‑down list, select Other. This adds a text box to the right of the list where you can enter a new phone number.

The system stores the selected phone type as the default. The next time you access the application, the system displays the last selected phone type by default. The exception is if you choose Other which the system does not store as a default.

After selecting or entering the number, click Connect.

The system dials the phone number and displays the Click To Talk Request Status dialog box.

When you answer the phone, the status window changes to reflect the new status. The Cancel button is no longer available.

Ending the call cancels the request. When a call is disconnected (by either party), the system creates a journal record associated with the profile of the Self Service user.

The system announces that the call will be connected to the next available technician and places the call in the queue. The system plays music while the call is in the queue. You can disconnect at any time.

When a service desk technician becomes available, the system dials their extension.

After connecting to the service technician, the system updates the Click to Talk Request Status dialog box to reflect that the call is connected . The system closes the dialog box automatically after 45 seconds. (The system administrator can configure this value.)

The system creates a journal record after each handled or abandon request (either when you hang up the phone while in the queue or when you press the asterisk key but do not leave a message and hang up).

Log a Call when the Service Desk is Closed

When you activate the Click to Talk feature outside of the Service Desk hours of operation, the system displays a dialog box where you can enter a number at which to be called back.

Click Click to talk to open the Click to Talk dialog box.

From the drop-down box, select the phone number where you want to be called.

Click Connect.

When you answer the phone, the system directs you to the voice Self Service application.

The main menu consists of the following choices:

New incident	Lets you reset your Windows domain password or leave a voice message as a new incident.
Existing incident	Lets you find the status of an incident and close the incident over the phone.
Listen to announcements	Allows you to listen to announcements. The system finds all the current announcements (those with an effective date that is earlier than the current date and with an expiration date that is later than the current date) and plays them to you.
Change approvals	Plays a list of your pending change requests and allows you to approve or deny each change. The system requires a voice signature to approve or deny a change and attaches the voice signature to the corresponding change.
Change user's IVR PIN code	Lets you change your voice PIN. NOTE: This option does NOT let you set your initial PIN. You have to set the initial PIN using the client. Before you can change your PIN, the system asks you for and verifies your current PIN to confirm your identity. The system asks you to enter your new PIN twice and compares the values. The system does not change the PIN if you enter different values.
Change user's identity	Lets you correctly identify yourself if the system is unable to identify you automatically or makes a wrong identification.

View an Approval Request in the My Items Tab

Click View all My Items or click the My Items tab on the Self Service home page.

The system lists all your items, such as incidents, service requests, and approvals.

Find your approval request in the list. A list of matching items appears.

The list contains the following information:

Column Title	Description
ID	The tracking number assigned to the approval record.
Summary	The name of the service request, change, release, or knowledge milestone that you are approving, or the name of a service request that you might have placed.
Type	If you filtered your search, you should see only the type approval request.
Status	The current status of the approval request. The options are as follows: Approved/Approval Rejected — A request that you had previously acted on. Canceled — A request that has been canceled. Close — A service request that you had previously placed that has been closed. Fulfilled — A service request that you had previously placed that has been fulfilled. Pending — A request that is pending your approval. Submitted — A service request that you placed that is currently being fulfilled.
Due Date	The date by when the approval is required.
Progress	A progress bar showing the fulfillment of the request.
Created On	The date when the request was created.

Click the approval request that you want to view.

Approve a Request using Self Service

When an item is pending approval, the system notifies you via email. You can either approve the request via email (see Respond to a Request through Email) or you can approve the request using Self Service.

Click the My Items tab on the Self Service home page.

Follow the steps for View an Approval Request in the My Items Tab.

Click the Approval Request for <item ID>.

View the details of the item you are approving.

To approve the request:

Click Approve.
Click Approve again to confirm the approval.

To reject the request:

Click Deny.
Enter your reason for rejecting the approval in the Deny Approval - Reason field.
Click Submit.

Respond to a Request through Email

You can accept or reject a request for approval by responding to it directly from the notification email sent to your email client.

When you are notified of an approval request via your client email, do the following:

Click Reply.

Indicate your acceptance or rejection of the request by entering either approved or denied in the body of the message.

Do not modify the subject line of the notification email when sending your response through email.

If you reject an article, enter the reason for rejecting it in the second line of the body of the message.

The approval keywords are configured in the FRS Approval Status Keyword tab records in the email configuration form. The default keywords for approving or rejecting requests via email are approved and denied.

Click Send.