Approve Incident Records

Updated on 31 Jul 2025
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In-App AI Features

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

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:

Navigate to Incident > User > Approve Incident Records. The Approve Incident Records page is displayed.
Figure: Approve Incident Records page
Click on any Incident ID hyperlink to view the details.
The 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.

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:

Field	Description
Field	The fields related to incident management module are populated in the drop-down list.
Operator	Based on the selected field value, the operators are displayed. Select the required operator from the drop-down list. The Possible values for Operator are:
Value	Based on the selected Field type and Operator the options are populated in the Values field.
	Click the icon to add a new condition.
	Click the icon to delete the selected condition.

Configure Columns

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.
Click Submit.

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