--- title: "Approve Service Requests" slug: "approve-service-requests-1" updated: 2025-12-23T11:53:32Z published: 2025-12-23T11:58:41Z canonical: "help.symphonysummitai.com/approve-service-requests-1" --- > ## Documentation Index > Fetch the complete documentation index at: https://help.symphonysummitai.com/llms.txt > Use this file to discover all available pages before exploring further. # Approve Service Requests If you hold a managerial position or higher within your organization, you may be required to approve the Service Requests (SRs) submitted by your team members. Additionally, if any user has assigned their approval responsibilities to you, you will also have the authority to approve that user's SRs. (see: **Delegating Role** in SummitAI Platform). To approve or reject Service Requests (SRs), perform the following steps: 1. Select **Request** > **User** > **Approve Service Requests**. The **Approve Service Requests** page is displayed. 2. On the **Approve Service Requests** page, a list of SRs Pending for Approval, displayed in a tile format. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/asr.png) Figure: Approve Service Requests page (Tile format) ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/asr list 2.png) Figure: Approve Service Requests page (Tabular format) 3. Click the **SR ID** of the Service Request you want to approve or reject. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/asr3.png) Figure: Approve Service Request Details page > [!NOTE] > Note > > *Pending For Approval* Status is now differentiated into *Pending for Approval (On Hold)*, *Pending for Approval (Refer Back)* and *Pending for Approval (Forwarded)* in the Tabular View of Service Request List Page. The Approver can view asset details in a grid format under the Asset Details section of the Approve Service Request page. Use the vertical and horizontal scroll bars to navigate through the grid. Scroll to the Asset Details section to view the complete list of asset information. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/approveservicerequests.doc-image-pmgkiy1r.png) Figure: Asset Details in Approve SR details screen 4. To approve a service request, click the **Approve Service Request** icon located in the **Actions** panel. In the **Approve Service Request** pop-up, choose the appropriate option from the following list: Approved, Rejected, Refer Back, Forward To, or On Hold. Enter your **Remarks** and click **Submit**. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/aprv.png) Figure: Approve Service Request pop-up page #### ACTIONS This section explains all the icons displayed on the **ACTIONS** panel of the **APPROVE SERVICE REQUEST** page. **Send E-mail** Click **SEND E-MAIL** to send e-mails to the Caller. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/s.png)Figure: Send Email The following table describes the fields on the **SEND E-MAIL** pop-up page: | **Field** | **Description** | | --- | --- | | Select Recipient | Allows the users to select listed recipients. Select the check box of the required recipient and click **ADD TO** to add it to the To list and click **ADD CC** to add it to CC list. | | To List | Displays the list of users added to the To list. | | CC List | Displays the list of users added to the CC list. | | Subject | Type in the subject of the e-mail. | | Body | Type in the body of the e-mail. **Note:** Use the menu options provided to format your text. You can also add/remove links in the body. | **Change History** Click **Change History** to view the changes made to the Service Request, including who made the changes, the date and time of each change, and the previous and updated values. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/srh(2).png)Figure: Change History The following table describes the field on the **Change History** page: | **Field** | **Description** | | --- | --- | | Column Name | Displays the type of modification made to the Service Request. | | Change Date | Displays the recent date and time when the Service Request details were changed. | | Changed By | Displays the name of the person who modified the service request details. | | Old Value | Displays the previous value of the field and the updated value it was changed to. | | New Value | Displays the current value of the field. | | Mail History | Displays the **Mail History** of the Service Request. Click **More** to view the full conversation between the user and the analyst. | **Chat History** Click **Chat History** to view chat details related to the service request (SR). The **Chat History** pop-up displays the information. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/approveservicerequests.doc-image-5osb9y23.png)Figure: Chat History **Support Document** Click **Support Documen**t to view the supporting document attached to the SR in the Support Document pop-up. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/approveservicerequests.doc-image-573ncu6p.png)Figure: Support Document pop-up page **Print** Click **Print** to print the SR details. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/pri.png)Figure: Print **Configure Columns** See: **Personalizing Pages** in SummitAI Platform.