Approver

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

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:

1. Click Service Management.
   
   Figure: App portal
   
   
2. The Approver Dashboard is displayed.
   Figure: Approver dashboard
   
   
3. From the left panel, click Problem > Approve Problem Records.
   Figure: Approve problem records
4. A list page of all the PR(s) is displayed as below.
   Figure: Approve PR(s) - List page
   
   
5. Click on the respective PR ID that you want to view or approve. The corresponding PR ID page is displayed.
   Figure: PR details page
6. The problem record can be reviewed. Click Approve to approve the problem record.
   
   
7.  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.
8.  Click Submit, to authorize or reject the PR. If you want to exit the process without approving or rejecting the PR, click Cancel.
   
   
9.  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
   
   
10.  Click Save to save the made changes in the PR details screen. If you do not want to save the changes, click Cancel.
    
    
11. 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

Bulk Approval

Bulk Approval functionality on the list page of Approve Problem Records enables approvers to efficiently review and approve multiple PRs simultaneously. This streamlines the approval process, saving time and effort by allowing batch processing instead of handling each request individually.

To bulk approve multiple PRs, perform the following steps:

1. Navigate to the list page of Approve Problem Records.
   
   
2. Clickicon on the top corner of the list page.
   Figure: Bulk Approval icon
   
   
3. Click on the checkboxes next to the PRs which you want to approve. 
   Figure: Select PRs
   
   You can also select all the PRs in a page at once by clicking on the common checkbox at the top. 
   Figure: Common checkbox
   
4. Click. The following pop-up is displayed:
   Figure: Bulk Approval - pop-up
   
   
5. Select Approve or Reject from the dropdown menu of Approval Status.
   Figure: Approval Status
   
   
6. Provide any additional remarks in the Remarks field.
   
   
7. Click Submit. If you do not want to bulk approve or reject the PRs, click Cancel.