Approvals

Approvals allow the ticket to be validated by one person, a group, or several people from the same group.

Template

To simplify the approval application process, you can use a template.

Create a template

• Go to Setup > Dropdowns > Approval template

• Click on + Add

• Fill in the required fields

  • In Approver you can select a user, a group or a certain users in a particular group

• You can add a translation if necessary

• In the content, use variable to custom your template (click on Available variables to see the list of variables)

• Save your template

Send an approval

Approval step

The concept of an approval step can be important, particularly if the approval request is sent to multiple recipients.

It allows you to specify a percentage at which the validation must be accepted in order for it to be approved. For example, if the request is sent to two people and the approval step is set at 50%, if one out of two people responds positively, the approval will be validated. Conversely, if both respond negatively, the validation will be rejected.

You can define differents approval step in Setup > Dropdowns > Approval step

• Click on + Add

• Name your approval step

• Add a comment if necessary

• Indicate whether it should be used by default

• Add the minimal required approval percent

• Click on + Add to save it

Send your approval

• To send an approval, enter the ticket that requires validation.

• Click on Approval action

• You can also go to the approvals tab, select your template or enter manually the information you need :

  • Approval step

  • Requester (by default the person who use the validation)

  • Approver (user, goup or group user(s)

  • Comment

  • Add a document

• Click on + Add

When an approval is sent, a specific status is associated with it and visible in the ticket details

This status will be modified based on the responses provided during validation

Respond to an approval

When approval is requested, recipients will receive an email (provided that the email address has been entered in the user profile).

It is then possible to confirm approval either by email or via the relevant ticket.

View the results

You can check the progress of the approval in this same tab.