Approve Problem Record

The Approve Problem Records via Copilot use case demonstrates how approvers can efficiently manage and approve problem records using Copilot. By leveraging Copilot, it interprets Approver input to present pending approvals, allowing approvers to take swift actions directly through the conversational interface. This streamlined process enhances operational efficiency by reducing manual effort and accelerating service fulfillment.

Goal

Enable approvers to review and approve Problem Records promptly through interactions with Copilot, ensuring timely service delivery and improved workflow management.

Scenario

An Approval Manager receives a notification about a pending service request for software access submitted by a team member. The Approval Manager uses Copilot to review and approve the PR directly from the chat interface.

User Persona

Approver

Solution

Utilize Copilot to manage service request approvals by listing pending problem Records and allowing approvers to take action through conversational commands.

Steps

1. Click the Copilot icon located on the Top Panel of the screen.
   

2. In the chat window, type a command to view pending approvals.
   For example: "Problem records for approval.”
   

   Figure: Approver Chat
   

3. Copilot displays a list of pending problem records awaiting approval, including relevant details such as PR ID and requester name.
   

4. To approve a specific request, type a command referencing the request ID.
   For example: "Approve problem record PR000128."
   

   Figure: Problem Record Approval
   

5. Copilot confirms that the problem record has been approved.