How to send a ticket for approval

Overview

The approvals feature allows you to get formal authorization from managers, department heads, or other stakeholders before proceeding with a ticket. This is essential for workflows that involve purchases, security access, or significant system changes.

This guide covers both how to request an approval on a ticket and how to respond to a pending approval request.

Part 1: How to Request an Approval (For Analysts)

1. Navigate to the Approvals Tab

• From the Tickets section (1), open the specific ticket that requires approval (2).

• Inside the ticket view, click on the Approvals tab (3).

• Click the + Request Approval button (4) to open the configuration window.

2. Configure the Approval Request

In the window that opens, you will add the required approvers and set the rules for the approval.

• Add Approvers: Select one or more individuals to approve the request. You can use the checkbox for the Requester's Manager (1) for quick selection, or use the search field to find and select other users manually (2).

• Set the Approval Rule: From the dropdown menu (3), choose the condition for the approval. The most common options are "Everyone must approve" , "Anyone can approve or "Majority must approve"."

• Add a Note (Optional): Provide context or instructions for the approvers in the text box.

• Click the Request Approval button to submit and notify the selected approvers.

Part 2: How to Respond to an Approval Request (For Approvers)

1. View the Pending Approval

• When you are designated as an approver, you will receive a notification. Open the relevant ticket and navigate to the Approvals tab.

• You will see the pending request with your name listed alongside the Approve and Reject buttons.

2. Submit Your Decision

• Click your chosen action (e.g., Approve).

• A "Cast Vote" window will appear. You can add an optional comment (1) to provide justification for your decision.

• Click the final Approve button (2) to confirm your vote.

The ticket's approval status will update in real-time. The requesting analyst can monitor the progress (e.g., 1/2 approved) on the Approvals tab and will be notified once a final decision is reached based on the rule you set.