Approving Ticket
When a ticket has an approval activity, you can confirm or reject this request using the feature for this purpose. In this sense, the ticket workflow should contain an user task (Identification tab > Button "Is it an approval task? = YES"), which is linked to the activity.
💡Tip: For a simplified approval of the ticket, it's necessary that the flow of the service request has a task of type approval, so the quick approval button will be visible.
Before getting started
It's necessary to previously register the ticket and have permission to approve it.
Procedure
- Access the functionality Ticket through the main menu Processes > Request and Incident Management > Service Request and Incident;
- Click on the ticket you want, then in the icon “Open”;
- Verify the ticket and register the necessary information regard its approval;
- Select one of the options: Approved or Not approved:
- If you choose "Approved", describe the observations if necessary;
- If you choose "Not approved", describe the observations, enter the justification and its complement.
- If the ticket task is of the approval type, the system will display under the Direct to Group field the Button: "View approvals". By clicking on View Approvals will display the Approval History for the task;
- In the task's approval history, 3 tabs are displayed with the information:
- Tab Executed, where the following columns will appear:
Column | Description |
|---|---|
Responsible | The name of the user who voted will be displayed |
Result | The user's vote will be displayed |
Comment | If any, the user's comment will be displayed |
Date/Time | The date and time of the vote will be displayed |
Number of approvals | The number of positive votes for approval will be displayed |
Number of abstentions | The number of abstaining votes will be displayed |
Number of rejections | The number of negative votes for approval will be displayed |
Pending approvals | How many users will be left before voting |
- Tab Pending with the field:
Field | Description |
|---|---|
Responsible | The names of users who have not yet voted will be displayed |
- Tab History with the fields:
Field | Description |
|---|---|
Responsible | The name of the user who changed the vote will be displayed |
Result | The user's previous vote will be displayed |
Comment | If any, the user's comment will be displayed |
Date/Time | Voting change date and time will be displayed |
- Click on the options button “Operations” an then on the button “Save and Forward Flow” to save and advance the flow. Therefore, if the ticket is approved, it will be directed to the execution phase, that is, to its attendance. However, if the ticket is not approved, it will be closed.