Approving Service Requests
When a service rquest requires approval, an approval record is created in the Approval tab of the service request record in pending status. An approval email notification is sent to the manager of the organizational unit of the customer.
Approve a Service Request
| 1. | Log into the Service Desk Console as a Service Desk Manager or Service Desk Analyst, and open the Approval workspace. A list of pending service requests appears. |
| 2. | Double-click the service request that you want to approve. The item details page appears. |
| 3. | Select the Approval tab. |
| 4. | Click New FRS_Approval. The New FRS_Approval window appears. |
| 5. | Enter the information as needed. Set the owner to whom you want to approve the service request. The status is set to pending by default. |
| 6. | Click Save. |
The item is now pending approval from the owner.
Respond to a Service Request Approval
To respond to a service request approval, you can click the link provided in the email you receive and edit the service request record, or work directly on the record while in the Self Service role.
|
To use Self Service for approvals, you must log in the Self Service role. Contact your administrator to add the Self Service role to your employee profile to enable this log in. |
| 1. | Within the Service Desk Console in the Self Service role, open My Items workspace. A list of your items appears. |
| 2. | Select Approval Request from the drop-down. If there is a single item, it appears automatically. |
| 3. | Click the Approval Request for ServiceReq link. |
| 4. | Either approve or deny the request: |
- If you approve the request, click Approve, then click Approve again to dismiss the approval confirmation message and confirm the approval.
- If you deny the request, click Deny, then enter the reason for denying the request in the Deny Approval-Reason field and click Submit.
After the request has been responded to:
- The approval record status updates to spproved.
- If the service request required approval, a task is generated in logged status when the request is approved.
- If the request is denied, the status of the service request updates to approval rejected.
View Approved Service Requests
If the service request requires approval, an approval notification is sent to the manager of the organizational unit of the customer. After the request is approved, the approval record appears in the Approval tab of the service request record.
Log into the Service Desk Console as a Service Desk Analyst and open the Approval workspace. The list of approved and pending service requests appears.
Double-click an item from the list to view the approval details and vote summary.