Approvals
Approval requests allow a ticket or a change to be validated by a person, a group, or multiple people within the same group.
Template
To simplify the approval application process, you can use a template.
Create a Template
Go to
Configuration>Dropdowns>Approval TemplateClick on
+ AddFill in the required fields
In
Approver, you can select a user, a group, or specific users from a particular group
You can add a translation if necessary
In the content, use variables to personalize your template (click on
Available Variablesto see the list of variables)Save your template
Approval Step
The concept of a approval step can be important, especially if the approval request is sent to multiple recipients.
It allows you to specify a percentage at which the approval must be accepted for it to be approved. For example, if the request is sent to two people and the approval step is set to 50%, if one out of two people responds positively, the approval will be approved. Conversely, if both respond negatively, the approval will be rejected.
Multi-level validation Example: If the percentage is set to 50% and two users need to validate the request, as soon as one of them validates, the request will be passed to the next user or group. If validation from all members is required, enter 100% in the Minimal required approval percent.
You can define different approval steps in Configuration > Dropdowns > Approval Step
Click on
+ AddName your approval step
Add a comment if necessary
Indicate if it should be used by default
Add the minimum required approval percentage
Click on
+ Addto save it
Please note that if multiple approvals are sent separately, the percentage of each step of each approval will be taken into account for the final calculation.
Send your approval
To send a approval, open the ticket that requires approval.
Click on the
Request approvalaction
You can also go to the
Approvalstab from the ticket and select your template or manually enter the information you need:
Requester (by default, the person using the approval)
Aprpover (user, group, or group users)
Comment
Add a document
Click on
+ Add
Send a approval request
Click on
Send a approval requestYou can use
Templateto send a approval requestIn
Approver, select the type (user, group, group users)Select the required user or group
If you want to add specific users to a group, select Group user(s), then select the desired users.
Enter a comment
You can add a document if necessary
Click on
+ Add
You cannot select multiple groups or users at once; you must make separate approval requests for each group or user.
You can add a new group if needed. Click on + in Approver. See Groups for more information.
Statuses
There are 3 different statuses:
Pending approval
Rejected
Granted
Approvals can also be viewed in a list in the same location.
Users can change their approval status, whether it was previously granted or rejected. This can be done directly from the ticket or the change.
It is also possible to delete a approval . Please note, however, that this does not change the final status, so you will need to submit one or more new approval requests to obtain a final result.
Respond to a Approval
When a approval is requested, recipients will receive an email (provided their email address is entered in their user profile).
It is then possible to confirm a approval either by email or through the relevant ticket.
If one or more recipients do not have an email address, an error message will inform you. The approval will then need to be performed directly from the ticket.
View Results
You can check the approval progress in this tab.
Multi-level approval
Multi-level approval allows an approval request to be sent to several recipients in sequence. For example, a request must be approved by several departments but must follow a clear process. The administrative department sends a request regarding the arrival of a new employee and forwards the ticket to the HR department:
The HR department approves the details relating to the new employee and then approves the ticket, which is sent to the accounts department
The accounts department creates a user profile in its payroll software and then approves the ticket, which is sent to the IT department.
The IT department approves the equipment for the new employee and then approves the ticket, which is sent to the department head.
The department head closes the ticket once the previous steps have been approved.
Approval steps
Setting up approval steps is essential for this process to function. Each group or user required to approve a request must have its own approval step. Let’s take the example mentioned above:
HR
Accounting
IT
Head of department
You must therefore configure your validation steps so that each department (or group, user, etc.) has its own validation step, which will then be used to set up the business rules for tickets (see the previous chapter for creating a validation step):
Each step must have a minimum threshold set. If this value is not 100, keep in mind that the validation may be sent to the next level even if not all members have validated the request.
Business Rules for Tickets
Thanks to the validation steps, it's now possible to implement rules that sequence the sending of validations.
In our example, the first rule that triggers the sending of validations will be based on the category. The diagram below represents the ticket's path until its closure.
Category Rule
From
Administration>Rules>Business Rules for TicketsAdd a new rule via
+ AddEnter a clear title so you can easily find it later
Leave the logical operator as AND
In
Rule used for, enterAddRemember to
activateyour rule
Criteria:
Category
is
Newcomer
Actions:
Set approval request step
Send
Newcomer approval Level 1 (RH)
Send an approval request - Group
Send
Human resources
Rule following approval from previous department
Criteria:
Add a new rule as before, then specify the criteria and necessary actions. For this section, we will indicate that if the previous department has approved the request, it must be sent to the next department in the approval process:
Approval step
is
Newcomer approval Level 1 (RH)
Approval
is
Granted
Actions:
Set approval request step
Send
Newcomer approval Level 2 (Accounting)
Send an approval request - Group
Send
Accounting
This step must be repeated until the last approver to complete the entire process. You should obtain a result similar to this:
Rejection Rule
If one of the members rejects the request, an action must be taken to stop the process. Here, we will close the ticket, but you can add another action as needed.
Criteria:
Approval step
contain
Newcomer
Approval
is
Rejected
Actions:
Status
Assign
Solved
Last updated