Approve Service Requests

Updated on 05 Aug 2025
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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:

Select Request > User > Approve Service Requests.
The Approve Service Requests page is displayed.
On the Approve Service Requests page, a list of SRs Pending for Approval, displayed in a tile format.
Figure: Approve Service Requests page (Tile format)

Figure: Approve Service Requests page (Tabular format)
Click the SR ID of the Service Request you want to approve or reject.
Figure: Approve Service Request Details page
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.
Figure: Asset Details in Approve SR details screen
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.
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.

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.

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.