If your helpdesk Admin has enabled Approvals, you will see the Approval option visible in the Ticket Actions menu.
To view any Approvals you have in place on a Ticket go to the Approvals tab on the Ticket properties pane.
This video will show you how you can apply an Approval to a ticket: Using Approvals.
Adding an Approval to a Ticket
You can add an Approval manually or by using a Macro, more information please read Macros. To add an Approval manually, follow these steps:
Open the Ticket Actions menu and select Approval. This will open up the Approval tab on the Ticket.
Select the Approval you want to add from the dropdown.
Depending on the Approval you select, you may need to add a description to give more detail about the request.
You may also need to select the approvers from a list, unless these have been defined by an Admin. The numer of approvers required will be shown next to the heading.
Click Create.
You will only be able to add an Approval to a Ticket if you have the correct permissions. If you do not see the Approval button in the Ticket Actions section and wish to add an Approval please contact your Admin.
Tracking Approvals
You can keep track on ongoing and completed Approvals in the Approval Tab.
Here you can see information about the current status of an Approval and which Approvers have and have not responded, you can click onto the Approval to see more information.
In the scenario, you have added the wrong Approval to a Ticket or a User changes their mind. You can cancel the Approval request.
To do this go to the Approvals tab in the Ticket and click on to the Approval, then the 3 dots at the top right, and select the Cancel to remove the Approval template from the Ticket.
You will only be able to cancel an Approval if you have the correct permissions, once cancelled the Approval Template cannot be reinstated.
If you do not see the Cancel button and need to cancel an Approval contact your Admin.
Responding to an Approval
If you are set as an Approver, then as an Agent you can approve or reject the request from the ticket. To do this, go to the Approval tab on the Ticket and you will see the buttons to approve or reject.
If you wish you can add a message to accompany your response.
The other way to respond to an Approval request is using the Help Center.
You can reach your pending Approvals by logging in and clicking on the Approvals button in the navigation bar. Then select an Approval from the list. Or by clicking on the vote link in the Approval email notification, which will take you directly to the Approval in the Help Center.
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