If you are a Manager or above in organization, you may need to approve or reject the Service Requests (SRs) of reportees. If any user has delegated the approval role, you can also approve or reject that user's SRs.
To approve/reject/refer back/forward or put on hold SRs:
On the Home screen, tap the Approve Service Requests icon.
Figure: Approve Service Requests icon page
Tap the SR that you want to Approve/Reject/Refer Back/Forward or put On‐Hold. You can also filter the list of SRs by specifying the SR Status.
Figure: Approve SR page
Review the details, select the Approval Status, and tap Submit.
Note:
The fields displayed above are based on the selected Service Catalog. The Administrators can configure the fields in the Service Catalog on the FORM BUILDER page of the web application.
Field | Description |
|---|---|
Caller | Displays the name of the Caller. |
Log Time | Displays the Date and Time when the SR is created. |
Service Category | Displays the name of the Service Category to which the selected Service Catalog |
Catalog Name | Displays the name of the selected Service Catalog. |
Catalog Description | Displays the description of the selected Service Catalog. |
Number of Approvals | Displays the number of approval levels configured for the selected Service Catalog. The level‐wise Approver names along with the Approved Date, Approval Status and Approval Remarks are displayed accordingly. Note: The newly logged SRs can be approved in parallel by Approvers configured at the same level of approval. |
Approval Status | Displays the status of the SR such as Pending, In-Progress, and so on. Select the required status. |
Approval Remarks | Specify the Remarks related to the SR. |