Approve Incidents
- 25 Jan 2025
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Approve Incidents
- Updated on 25 Jan 2025
- 1 Minute to read
- Print
- PDF
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Having an approver is crucial in Incident Management, to guarantee that important choices about the incident response are made with the right supervision and authority. Depending on the organizational structure and event severity, the approver for big occurrences may not always be the same person and usually occupies an authoritative position within the organization.
User Persona: Approver
Use Case User Persona: Approver | Solution |
NovaTech receives an alert indicating a major incident where the company's website in inaccessible to customers. Investigations reveal a widespread server issue causing the outage. | To resolve this, the incident is routed to the Approver who has the authority to make decisions regarding resource allocation, escalation and communication during major incident. The approver is responsible for making critical decisions based on the evolving situation. This includes prioritizing certain tasks, authorizing changes to the production systems, or approving downtime for affected services. |
Approve Incidents
Approval of Major Incidents is a critical factor in Incident Management. It is done by the Incident Manager, Emergency Response Team, Change Advisory Board, etc.
To approve a Major Incident, perform the following steps.
Log in to the Apex Mobile and click Service Management.
The Approver Dashboard page is displayed.
Figure: Approver DashboardNavigate to the Incident > Incident > Approve Incidents.
The Approve Incidents page is displayed.
Figure: Approver IncidentsClick the Incident ID hyperlink to view the Incident details.
The Incident Detail page is displayed.
Figure: Approve IncidentIn the Workflow Approval section, select the Approve status.
Provide a Status and Remarks for Approval and click Submit.
Once the Incident approval process is completed, the workflow is displayed as Completed in the Workflow Timeline of the Incident.
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