Approvals

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 Template

• Click on + Add

• Fill 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 Variables to see the list of variables)

• Save your template

Add an approval template

Send an approval

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.

You can define different approval steps in Configuration > Dropdowns > Approval Step

• Click on + Add

• Name your approval step

• Add a comment if necessary

• Indicate if it should be used by default

• Add the minimum required approval percentage

• Click on + Add to 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 approval action

View approval

• You can also go to the Approvals tab from the ticket and select your template or manually enter the information you need:

• Approval Step

• 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 request

• You can use Template to send a approval request

• In 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

Send a new approval request

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

Pending approval status

Approval status refused

Approval status granted

Approvals can also be viewed in a list in the same location.

Approval statuses

Users can change their approval status, whether it was previously granted or rejected. This can be done directly from the ticket or the change.

How to change status

Change your status

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.

Change your status

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.

Respond to a approval request

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.

approval progress