Approver

Updated on 03 Apr 2024
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Turning Problems into Approved Solutions!

Approving problem records involves meticulously reviewing and validating reported issues or challenges within a system or process. It's about acknowledging and addressing issues head-on, ensuring they're properly documented and authorized for resolution. This crucial step not only ensures transparency but also fosters accountability within the organization. By approving problem records, teams can prioritize and allocate resources effectively, ultimately driving continuous improvement and enhancing overall operational efficiency.

User Persona: Approver

Let's explore the following use case.

Use Case
User Persona: Approver

Solution

ACME Consulting Services has developed a popular mobile app used by consumers across the world. However, recently the mobile app has been crashing frequently. A problem record has been created for the same and it has to be approved by the concerned stakeholders. Hence, ACME wants to have a robust approval process for problem records and reduce manual efforts.

The created problem records are assigned to the {{variable.Role- Approver}}. The {{variable.Role- Approver}} selects the problem records awaiting approval from the list and reviews them thoroughly. The details page of the PR displays all the information such as problem ID, requestor details, symptom, description, attachments, etc. The Approver carefully evaluates the PR, ensuring its compliance with organizational policies, SLAs, and available resources.

Approver Dashboard

Approver Dashboard within the Problem Management module of Apex provides a centralized interface for Approvers to efficiently oversee PRs requiring approval. It offers a comprehensive view of pending PRs, allowing Approvers to review request details, evaluate their impact, and make informed decisions swiftly. With intuitive navigation and customizable features, the Approver Dashboard empowers approvers to streamline the approval process, contributing to enhanced efficiency.

To access the Approver Dashboard, perform the following steps:

Click Service Management.

Figure: App portal
The Approver Dashboard is displayed.
Figure: Approver dashboard
From the left panel, click Problem > Approve Problem Records.
Figure: Approve problem records
A list page of all the PR(s) is displayed as below.
Figure: Approve PR(s) - List page
Click on the respective PR ID that you want to view or approve. The corresponding PR ID page is displayed.
Figure: PR details page
The problem record can be reviewed. Click Approve to approve the problem record.
Once you click Approve, the following pop-up is displayed to Authorize, Reject, or On Hold.
Figure: Approve PR

The pop-up has the following fields:
1. Approver: This field displays the name of the Approver.
2. Status: Select whether you want to approve or reject the PR by clicking on the dropdown menu. The available options are,
  Authorize, Reject or On-Hold.
3. Remarks: Provide any relevant remarks or information that you want to add while approving or rejecting the SR in the Remarks field.
Click Submit, to authorize or reject the PR. If you want to exit the process without approving or rejecting the PR, click Cancel.
Once the PR is approved, the status is changed to Awaiting RCA Submission. The following is displayed in the Approval Timeline section.
Figure: Approval Timeline
Click Save to save the made changes in the PR details screen. If you do not want to save the changes, click Cancel.
The status of the PR is Awaiting RCA Submission. On the RCA tab in the PR, you can upload the RCA details. The following screen is displayed:
Figure: RCA submission

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Approver Dashboard