Approve Incident Records

You can view the Incident Management records which are pending for approvals post resolution of the incidents. Hence, approvers can take the required action upon clicking on the specific incident record from the list.

Note

The access to the Approve Incident Records page is based on role template access.

View Approval Incident Records

To view the resolved incidents records awaiting approval, perform the following steps:

1. Navigate to Incident > User > Approve Incident Records.
   The Approve Incident Records page is displayed. 

   

   Figure: Approve Incident Records page
   

2. Following table describes the fields on the Approve Incident Records page:

   Field	Description
   Incident ID	Displays the incident ID.
   Logged Time	Displays the incident log time.
   Status	Displays the latest status of the ticket after resolution.
   Caller	Displays the name of the caller.
   Assigned To	Displays the name of the person to which the record was assigned to.
   Workgroup	Displays the workgroup of the specific incident record.
   Priority	Displays the priority of the specific incident record.
   Symptom	Displays the symptom of the specific incident record.

   
   

3. Click Incident ID to view the Incident details page.
   The Incident details page is displayed.
   
   Figure: Incident details page

Approval Timeline

The Approval Timeline provides a real-time, sequential view of all approval stages configured in workflows for Incident (IM), Problem (PM), and Knowledge (KM) records. It displays the current approval level along with completed and upcoming steps, clearly highlighting the active step and distinguishing between pending and completed statuses.

Pending approvals are highlighted in orange, enabling users to quickly identify approvals that are awaiting action. Dynamically updates the timeline as approvals are processed. For example, if an approval is pending with John, it will be indicated accordingly in the timeline.

Each approval entry is displayed with the corresponding approver name and status.

Figure: Approval

Notes

• Selecting Reopen changes the incident status to In Progress, requiring the analyst to re-evaluate and resolve the incident.

• Upon re-resolution, the approval workflow is re-triggered, and the same approval sequence is applied.

• Automatically appears on the record detail page only when approval nodes are part of the active workflow.

• Supports multi-approver configurations (e.g., any, all, minimum count, or percentage-based approvals) and reflects progress accordingly.

Approve an Incident

To approve an Incident, perform the following steps:

1. Log in as an Approver.
   

2. Click Approve Incident Record from left panel.
   The Approve Incident Record dialog box is displayed.
   
   Figure: Approve Incident Record
   

3. Select the required Status from the list of Approval Status field.
   

   • Approved - Select the Approved status to indicate that the approval request has been reviewed and accepted by the designated approver. Selecting this option marks the current approval step as completed and records the approver details, remarks (if provided), and approval timestamp.
     

   • Reopen - Select the Reopen status to transition back the incident to In Progress status, requiring the analyst to re-evaluate and resolve the incident.
     

4. Enter the valid remarks in the Remarks textbox.

5. Click Submit.
   A successful message is displayed. The color of the Approval Timeline stage is changed to Green if the incident is approved successfully.
   
   
   

6. Click Approval stage to view the status.

Figure: Approval

The Approval sections displays detailed information for each step, including:

• Approver(s)

• Approval status (Pending / Approved / Rejected)

• Pending with user or group

• Approval remarks

• Approval timestamp (for completed steps)
  
  

The prerequisite status to start the approval process is Pending Approval. After incident resolution and meeting of conditions specified in the approval workflow configuration on Approval Configuration page, the status of the incident will change to Pending Approval.

Example: In the following scenario, consider INC5665 has three level of approvals and only Level 1 is approved.

Level 1 approval is done, and Level 2 is pending. The Update IM Status to for Level 1 is Pending Group Approval and for Level 2 is Pending RM Approval. 

Figure: INC5665 approval details page

FILTERS

Click Filters to specify particular filter criteria to display the pending for approval incident records. On clicking the Filters icon, the Filter pop-up is displayed.Figure: Filters Pop-up

The following table describes the fields on the Filter popup:

Configure Columns

1. Click Configure Column icon.

   The Configure Columns pop-up page is displayed.
   

   Figure: Configure Column
   
   Select the columns that you want to be displayed on the page from the Available Columns list and click the Right Arrow to move it to the Selected Columns list. Select the Up Arrow and Down Arrow to specify the sequence in which the columns should be displayed on the page.
   

2. Click Submit.

In-app AI

• Generate Resolution Summary

• Generate Insights

Generate Resolution Summary

On the Incident Approver page user will be able to generate the incident summary  (Generate Insights). Though the AI feature Resolution Summary is displayed on the screen, you cannot perform any action.

Note

Incident cannot be edited during approval.

Figure: Generate Resolution Summary

Generate Insights

Utilizes the Generative AI capability by generating the Incident summary for the Analyst, that include Incident Summary, Investigations and Interactions performed, Sentiment, Suggested Knowledge Articles and AI Suggestions. For more information, refer Generate Insights.

Click Generate Insights to view the Incident Summary.

Figure: Generate Insights