Approve Service Requests
- 25 Jan 2025
- 3 Minutes to read
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Approve Service Requests
- Updated on 25 Jan 2025
- 3 Minutes to read
- Print
- PDF
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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 Mobile. 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 Mobile 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 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:
Log in to the Apex Mobile.
Click Service Management widget.
The Approver Dashboard page is displayed.
Figure: Approver DashboardNavigate to the Service Request > Service Request > Approve Service Requests.
The Approver Service Requests page is displayed.
Figure: Approve Service RequestsClick SR ID hyperlink to view Service Request detail page.
Enter the required details and click Approver.
The Workflow Approval page is displayed.
Figure: Workflow ApprovalSelect the Status as Approve or Reject and provide relevant remarks in the Remarks field.
Click Submit to Approve or Reject the SR.
Once the SR is approved, the status of the SR is changed.
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.
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.
|
Analyst | This field shows the assigned Analyst to the SR. You can update the assigned Analyst for a particular SR from the dropdown menu.
|
Service Window | This field shows the service window applicable to the SR. |
Figure: Assigned Workgroup
Figure: Assigned AnalystAn asterisk(*) is a mandatory field.
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