Approvals can be defined for all tasks the workflow of which may require such a step. They allow users and groups to be associated with a task, for the purpose of either approving or rejecting the task.
To define approvals, please navigate to the Approvals section of this article.
Approval tickets
In SimpleOne, once a task requiring authorization is submitted, then it transitions to the authorization stage. For this, approval tickets should be sent to all persons responsible for the approval. In such a ticket, every recipient is proposed to approve or reject a request.
Approvals
In this list, you can find all the approvals that have worked in the system. Please be noted that "the approvals" are not equal to "the approval tickets", because one approval may contain a number of the approval tickets to approve.
To view this list, please navigate to Approvals → All Approvals.
Approval state. Available choice options:
- Requested
- Approved
- Rejected
- Canceled.
The approval type depending on the type of the participant. Available options:
- Mandatory
- Non-mandatory.
For more information, please refer to the Flexible Approvals article.
are used to authorize operations, process stages, and confirm decisions that require additional control by responsible users (also called approvers). For example, approvals are obligatory for normal and emergency changes, absences, vacations, etc. They aim to minimize risks, keep high-level service, and secure processes.
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Example In the out-of-the-box ITSM application, there is a predefined approval process for implementing a newrequest template. Before implementation, it should be approved by the service owner (owner of the service defined in the Service Category field). After filling in the fields, an agent switches the state from New to Waiting for Approval. The Approval Rule are the following:
The service owner will decide whether to implement the request template or return it for further improvement.
Conclusion: The approval stage ensures the quality and secures the system from implementation of inappropriate elements. A request template will not be implemented until the service owner or all owners approve it. |
You can implement approvals to any table according to your business processes. Approvals are automatically created according to an approval rule or within a workflow with the User-approval activity.
Approvals associate users or groups with a record to be approved or rejected. If a user rejects an approval, they need to give a reason in the comment.
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When a new approval is assigned to a user, they will be notified via email. See the Available Notifications article to learn more. |
See the My Approvals article to learn how to process approvals via the Self-Service Portal.
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If you create a new custom table and set up approvals for it, you need to define the portal approval card appearance from scratch. As this table is new, the system does not have information about what fields it should display on the portal. See the Customizing portal and agent interface article to learn how to add fields to the portal approval card. |
Approvals
To view the list of created approvals, navigate to Approvals → All Approvals.
In the table below, you will find description of approval form fields.
Approval states
Generally, the approval state may be either Rejected or Approved. Other states may depend on issue types and their state models.
For example, approvals for Change Request have another state flow defined by its workflow. On the approval stage, the change request will have the Authorization state. If the request is approved, it will pass to the Scheduled state; otherwise, it will return to Registered.
Approval tickets
In SimpleOne, once a record requiring authorization is submitted, the transition stage is initiated. For this, approval tickets are sent to all persons responsible for approval. In tickets, every recipient is proposed to approve or reject the request.
An approval ticket is a record in the Approval (sys_approval) table, which the system sends to every user responsible for approval: one ticket per user, that is, one approval may contain several approval tickets. It is the ticket you see on the My Approvals page. In other words, a user approves or rejects a ticket within one approval.
Approval sets
Approval Set is a group of Approval (sys_approval) records created by the same approval rule for the same item. That is, these approvals share
Approval tickets set number (if there were sent more than one sets of tickets for one record).
the same values in the Item, Approval Rule, and Approval Set fields.
Approvals created by a workflow are not marked with set number.
Example:
An approval rule has the following abortion rule: one of the approval tickets is rejected. One of three approvers rejected their approval ticket. It is Approval Set 1, and after some required changes, approval was requested once again. This is Approval Set 2, and all three approvers received approval tickets. This process will repeat until the conditions are met (all users approve their tickets).
Creating approvals
Approvals cannot be created manually. They are created by the system when conditions defined in an approval rule or a workflow are met. That is, there are two ways to implement approvals into your processes:
- via Approval Rules
- via Workflow
Approval Rules Anchor approval rule approval rule
| approval rule | |
| approval rule |
Approval rule
This field contains additional approval parameters. For example, mandatory and non-mandatory approvers list formatted as JSON array:
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{
"mandatory": [
"158694883210265025",
"159723031011970067",
"157416257019674826"
],
"non-mandatory": []
} |
Approval Rules
Approval rule is a flexible instrument able to trigger on a predefined event. Once triggered, they send a set of approval tickets and process feedback (approves and rejects). Approval rules also can automatically create a set of approvers.
A diagram below illustrates the flow how the an approval is created with the an approval rule.
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Role required: admin. |
To define the an approval rule, please complete the steps below:
- Navigate to Approvals → Approval Rules.
- Click New and fill in the fields.
- Click Save or Save and Exit to apply changes.
Approval rule start condition
Approval rules perform when the start condition specified with the Approve condition field is met. After defining the Target table, all fields of this table are available in the constructor.
Use non-dynamic and dynamic filter conditions (like is (dynamic) or is not (dynamic)) when composing conditional expressions with the Condition Builder to make your business rules more versatile. You can create complex AND and OR filters, more than one in one approve condition.
Approval Rules form fields
A choice field specifying a category of users responsible for the request approving. Available choice options:
- Users
- Group
- Script.
Workflow
You can implement automatic creation of approvals using the User-approval activity in your workflow. Anchor approval via workflow case approval via workflow case
In the example below, we have a simple process of approving new partner inclusion to a custom table. The flow begins when a new record is inserted into the Partner table. By default, new records are in the Pending state. To make the partner record relevant, their state must be confirmed by approvers. Here, the user-approval activity comes in handy. Before transferring the record to the Relevant state (the set values activity), all approvers must confirm that the new partner is relevant and can be transferred to the Relevant state. If one of the approvers rejects the approval, the state of this partner record will be Cancelled.
See the Workflow articles to learn more.
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Please note that when you add approval via the Workflow, there will be no related records in the Approval Rule table. Editing of this approval creation conditions and other attributes will be available only through the relevant workflow. |
Tracking approvals
If an approval is created for a particular record, it will be displayed in the Approval related list. Newly created custom tables may not have this tab. You can add it using the related lists configuration (Approval->Item). After that, related approval tickets will be displayed.
In our example case described above, a new record in the Partner table with the Pending state will have the Approval related list as this:
See the Related Lists article to learn how to add the Approval tab to the Related Lists area
If the Script option was selected in the Approver field, enter the script extending your approval condition. You can use SimpleOne server-side API there.For example:
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if (current.assignment_group.getValue('responsible')) {
setResult(current.assignment_group.getValue('responsible'));
} else {
setResult(current.reviewers.split(','));
} |
In this field, you can specify the condition of the approval request reject. Available choice options:
- More than half tickets rejected
- Set rejected tickets limit
- All tickets rejected
- One of the tickets rejected.
Specify a limit of the rejected tickets for the approval request reject.
The field appears if the Approval Abortion Rule field value is Set rejected tickets limit.
Approval state
Generally, the approval state of any issue may be either Rejected or Approved. Other states may depend on issue types and their state models.
For example, Change Request will have the Authorization state on the approval stage. If the request is approved, then it will pass to the Scheduled state; otherwise, it will return to Registered.
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