Approver Group Configuration
- 14 Aug 2025
- 4 Minutes to read
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Approver Group Configuration
- Updated on 14 Aug 2025
- 4 Minutes to read
- Print
- PDF
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You can configure a new user group using User Group configuration. An approver user group identifies a list of individuals who are authorized to approve a resolved incident.
To better understand when user group feature is useful consider the following use-case.
Use Case Scenarios
Scenario I - Location Wise
ACME Networks, has 3 locations ‘New York, London, Bangalore’ across the globe. Respective user groups in that location should approve a resolved incident for the respective location only. Three different approval Groups are created for 3 locations. This helps in a focused approach towards approving resolved incidents only to a particular location. In addition, you do have an option to select ‘All locations’ too.
Scenario II - Customer Wise
ACME Networks has 3 customers Customer 1, Customer 2, Customer 3. Respective user group for Customer 1, Customer 2 and Customer 3 should approve a resolved incident for that respective customer only. Three different approval groups are created for three different customers using Customer Wise > Applicable Customers feature. This helps in a focused approach towards approving resolved incidents only to a specific set of customers. In addition, you do have an option to select All Customers also.
Business Benefits
Simplifies maintenance as it includes the configuration for a predefined set of users and the configuration is not required at individual user level.
In case, one of the approver from the Approval Group is unavailable, it can be approved by another approver from the same Approval Group.
Option to configure approval-group at all or specific location or even for specific customer.
To configure Approver Group, perform the following steps:
Navigate to Incident > Configuration > Others > Approver Group Configuration.
Select Tenant under which the Approver Group must be configured.
All the configured User Groups are displayed in the list page for the selected Tenant.
Figure: User Group
Click Add New in the Actions panel to configure Approver Group.
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Figure: User Group
Enter the required details.
For more information about the fields, refer to the Field Description.
Figure: User Group
Click Submit to configure Approver Group.
Field Description
The following table describes the fields on the USER GROUP page:
Field | Description |
Tenant | Select the required Tenant from the dropdown list. The list contains all the Tenants available under IM module. By default, the Tenant selected in list page is displayed in the Tenant field. |
Group Name | Enter the Group Name. |
Enable Approver Selection | Select Enable Approver Selection to indicate that approver selection is mandatory for the user group approvals while configuring approval workflow process in Approval Configuration. Example: The Enable Approver Selection is checked for a group named Group1. Then while configuring approval workflow process in Approval Configuration screen, it is mandatory to select one user from the user group Group1 as an Approver. If you do not select any user as an Approver from the user group Group1, then system displays the following error message: "Mandatory Approver is not selected for the Approver Group at Level 1." |
Configure Approver By | The Configure Approver By field determines how the approver is assigned for an Incident. It is a dropdown with the following options:
|
User | Select User which you want to add in the approval user group. Click on the search |
Active | Select the Active checkbox to indicate if the user group is active. |
| Click Add to add the details of the User group in the user list. You can view the added user list with the following columns details:
Figure: User Group |
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icon, associated with the User to remove the user from the added list.
Note
If the User Name and Group Name are exact match of already existing record then system will throw an error.
User Group - LIST page
You can view the user list page once all the details are added to the user list page with the Group Name, Approved By, Enable Approver Selection, Created Date, Active and Delete columns.
Figure: USER GROUP - LIST Page
Field Description
The following table describes the fields on the USER GROUP LIST page:
Field | Description |
Include Active | Select the checkbox Include Active to display only active user groups in the list. |
Group Name | Displays the Group Name. Click on the specific group name hyperlink to add more users for this group.
|
Approver By | Displays if the user group approver is based on customer or location.
|
Enable Approver Selection | Displays if the enable approver selection is active or not.
|
Created Date | Displays the date and time the user group was created. |
Active | Displays if the user group is active or not.
|
Delete | Delete - Click on the delete |
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