Approve Service Request

03 May 2024
3 Minutes to read

Approve Service Request

Updated on 03 May 2024
3 Minutes to read

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Seamless approvals of Service Requests for excellence!

Streamlined Service Request (SR) approval process simplifies and expedites SR approvals, empowering organizations to enhance their ITSM operations. By implementing effective approval process, businesses can foster a culture of agility, responsiveness, and improved service delivery. An advanced yet easy to navigate approval process helps Approvers to easily analyze the SRs and approve them without fail.

Let's explore the following use case.

Use Case

User Persona: Approver

Solution

Apex receives numerous SRs daily, ranging from software installations to hardware repairs. With the volume of SRs, it becomes challenging to ensure that all SRs are legitimate, necessary, and aligned with organizational policies. Without a proper approval process, there's a risk of unnecessary expenditures, resource misallocation, and potential security vulnerabilities.

An end-user submits a SR through the Apex. The SR is forwarded to the designated approver, typically a manager or supervisor responsible for overseeing resource allocation and adherence to policies for SRs.

Apex's approver, Grace, logs into the Apex and view the list of pending SR(s) requiring his approval. Grace reviews the SRs from the list. It displays comprehensive information about the SR, including the requester's details, description of the requested service, priority level, and any associated attachments or supporting documents. Grace carefully evaluates the SR, ensuring its compliance with organizational policies, SLAs, and available resources before approving it.

Approve Service Request(s)

You can view the list of SR(s) in a tabular or list view and approve the SR(s). Having a centralized view of all the SRs allows to track the status of each SR, and approve them more quickly.

To approve the SRs, perform the following steps:

Navigate to User Dashboard.
Click Service Management.
From the left panel, select Service Request.Figure: Service Request
Click Approve Service Requests. List of all the SRs that are awaiting your approval is displayed. (Refer the below screenshot)
Figure: Approve Service Requests - List page
Click on the SR ID that you want to view or approve. The corresponding SR ID page is displayed:
Figure: Approve SR details page
Status of the SR will be Awaiting Approval. Review details of the SR in the details screen. To approve the SR, click Approve. Once you click Approve, the following pop-up is displayed:
Figure: Approve SR - pop up

The pop-up has the following fields:
1. Approver: This field displays name of the Approver.
2. Status: Select whether you want to approve or reject the SR by clicking on the dropdown menu. The following options are displayed:
  Figure: Approve/Reject SR
3. Remarks: Provide any relevant remarks or information that you want to add while approving or rejecting the SR in the Remarks field.
4. Click Submit, to approve or reject the SR. If you want exit the process without approving or rejecting the SR, click Cancel.
Once you approve the SR, the status of the SR is changed. The following is displayed in the Approval Timeline section:
Figure: Approval Timeline
Click Save to save the made changes in the SR details screen. If you do not want to save the changes, click Cancel.
You can view the Workflow associated with the SR by clicking icon. The following is a sample screenshot:
Figure: Approval Workflow diagram

There are two tabs (Catalog Details and Messages), sections, and fields in the SR details page which the Approvers can review, update, or edit as per the status of the SR.

Figure: Tabs in Approve SR screen

Catalog Details

The Catalog Details section provides comprehensive information about the requested service from the Service Catalog. This section typically includes details such as the name and description of the requested service, tenant (department) to which the SR belongs, date of creation, as well as any relevant information like remarks and date range for which the service is requested for. You can update details of the Catalog as per the requirement.

The Catalog Details section serves as a central reference point for end users and support teams to gain insights into the requested service, facilitating effective request handling and resolution.

Messages

The Messages tab in the Approve Service Request screen serves as a centralized platform for user communication regarding the approval process. Here, Approvers can view and exchange messages among the stakeholders involved in the approval decision-making process. This tab enables efficient collaboration, provide clarifications, or discuss any concerns related to the SR before making a final approval decision.

Requestor Details Card

The Requestor details card displays the details about the Requestor who has raised the SR. (Refer the below screenshot)

Figure: Requestor details card

Note

If the requestor is a VIP user, then

icon is displayed next to the name of the user in the Requestor details card.

Assigned To

Field	Description
Workgroup	This field shows the assigned Workgroup to the SR. You can update the assigned Workgroup for a particular SR from the dropdown menu. (Refer the below screenshot) Figure: Assigned Workgroup
Analyst	This field shows the assigned Analyst to the SR. You can update the assigned Analyst for a particular SR from the dropdown menu. (Refer the below screenshot) Figure: Assigned Analyst
Service Window	This field shows the service window applicable to the SR.

An asterisk(*) is a mandatory field.

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Approve Service Request(s)