Approvals are used to authorize operations, process stages, and confirm validate decisions that require additional control by responsible users (also called known as approvers). Approvals are obligatory for normal and emergency changes, absences, vacations, etc. They help to minimize risks, keep high-level service, and conduct secure processes.
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Example In the The out-of-the-box ITSM application , there is a predefined approval has a predefined approval process for implementing a newrequest template. Before implementation, it should must be approved by the service owner. The owner of the service is defined by the referenced record identified by a reference in the Service Category field. After filling in the fields, an agent switches the state from New to Waiting for Approval. The Approval Rules approval rules are the following:
The service owner will decide decides whether to implement the request template or return it for further improvement.
Conclusion: The approval stage phase ensures the quality and secures protects the system from implementation of inappropriate elements. A The 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 users reject 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 are notified via email. Refer to the Available Notifications article to learn more. |
See Refer to 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 interfacearticle 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 On the table below, you will find description of approval form fieldsapproval form, the following elements are displayed:
- The summary of the record that needs approving,
- The task info.
- The Comment field.
- The Activity Feed.
Approval states
Generally, the The approval state flow is as shown belowfollows:
But the state flow may differ depending on the abortion rules. For example, if the Approval Management is One of the tickets rejected Approval Management is specified, when one of the approvers rejects the ticket, the approval state will turn changes to the Cancelled Canceled state.
Other states may depend on issue types and their state models. For example, approvals for Change Request a change request have another state flow defined by its workflow. On In the approval stagephase, the change request will have is in the Authorization state. If the request is approved, it will pass its state changes to the Scheduled state; otherwise, it will return returns to Registered.
Approval tickets
In SimpleOne, once a record requiring authorization is submitted, the transition stage is initiated. For this, approval tickets are sent 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 Anchor approval set reject approval set reject
| approval set reject | |
| approval set reject |
Approval Set An 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 the same values in the Item field, same approval rules, and are included into one approval set. Approvals created by a workflow are not marked with a set number.
Example:
An approval rule has the following Approval Management: 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).
Create an approval
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 Rulesthe approval rules
- via Workflow
Approval
Rulesrules Anchor approval rule approval rule
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Approval An approval rule is a flexible instrument able to tool that can trigger on a predefined event. Once Once triggered, they send it sends a set of approval tickets and process feedback (approves and rejects). Approval rules also can also automatically create a set of approvers.
A The following diagram below illustrates the flow how process of creating an approval is created with based on an approval rule.
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Role required: admin. |
To define create 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 the changes.
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 The following example shows a simple process for approving the inclusion of approving a 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 activate the partner record relevant, their its state must be confirmed by approvers. Here, This is when the user-approval activity comes in handyis used. Before transferring the record state changes to the Relevant state (the set values activity), all approvers must confirm that the new partner is relevant and that its record can be transferred to the Relevant state. If one of the approvers rejects the approval, the state of this partner record will be Cancelledis Canceled.
See the Workflow articles to learn more.
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Please note that when When you add an approval via the Workflowworkflow, there will be are no related records in the the Approval Rule table. Editing of the conditions for creating this approval creation conditions and other attributes will be is available only through the relevant workflow. |
Track an approval
If an approval is created for a particular record, it will be is displayed in the Approval related list. Newly created custom Custom tables may not have this tab. You can add it using the related listslist configuration (Approval->Item). After that, all related approval tickets will be displayed.
In our the example case described above, a new record in the Partner table with the Pending state will have has the following Approval related list as this:
Refer to See the Related Lists article to learn how to add the Approval tab to the Related Lists area.
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