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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 request 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 Categorycategory field.

After filling in the fields, an agent switches the state from New to Waiting for Approvalapproval.

The Approval Rules approval rules are the following:

the approval is created only when the request template state is in the Waiting for Approvalapproval state.
the request template will be is rejected ifone of the approvers rejects their ticket.

The service owner will decide decides whether to implement the request template or return it for further improvement.

If the template is not approved, it goes to the New state and should must be deleted or improved and sent to submitted for approval process once again.
If the template is approved, it goes to the Published state.

Conclusion:

The approval stage phase ensures the quality and secures protects the system from implementation of inappropriate elements. A The request template will not cannot 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.

Tip
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.

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See Refer to the My Approvals article to learn how to process approvals via the Self-Service Portal.

Info
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 the fields it should to 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 approval item.
The task info.
The Comment field.
The Activity Feed.

Approval states

Generally, the The approval state flow is as shown belowfollows:

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But the state flow may differ depending on the abortion rules. For example, if the abortion rule 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 submission of a record requiring authorization is submitted, initiates the transition stage is initiated. For this, approval tickets are sent . 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.

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Approval sets
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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 There is no set number for the approvals created by a workflow are not marked with set number.

Example:

An approval rule has

the following Approval Management

an abortion rule: one of the approval tickets is rejected.

One

The system creates Approval Set 1 when the approval rule conditions are met. If one of three approvers rejected their approval ticket

. It is Approval Set 1

,

and after

some required changes need to be done. When the changes are made, the approval

was

is requested once again.

This is

The system creates Approval Set 2, and all three approvers

received

receive approval tickets. This process

will repeat

repeats until the conditions are met (all users approve their tickets).

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Creating approvals

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Create an approval

Approvals cannot be created manually. They are created by the system when the 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 the Workflow.

Approval

Rules

rules
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approval rule

Approval An approval rule is a flexible instrument able to trigger tool that triggers on a predefined event. Once Once triggered, they send it sends a set of approval tickets and the process feedback (approves and rejects). Approval rules can also can 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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Tip
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 Exitexit to apply the changes.

Approval Rule form fields

Field Mandatory Description

Name N Specify an approval rule name.

Table Y Specify a table that is processed by this approval rule (for example, Incident).

Description N Type the approval rule description in details.

Approve condition

N

Define an approval rule start condition. When the conditions are met, the rule sends approval tickets.

Info
An empty condition always returns true.

Approver

Y

Specify the category of users responsible for the request approving. Available choice options:

Users
Group
Script

Users N If the Users option is selected in the Approver field, choose one or more users responsible for the approval process.

Group N If the Group option is selected in the Approver field, select a group responsible for the approval process. All the group members have the approval tickets to process.

Script

N

If the Script option is selected in the Approver field, enter a script that extends the approval condition: define the users who will receive approval tickets. You can use SimpleOne server-side API.

Example:

Code Block

language	js
theme	Eclipse
title	Script

(function approvalRuleScript(current) {
  if (current.assignment_group) {
    return current.assignment_group.getValue('responsible');
  }
})(current);

The approvalRuleScript() function returns data in one of the following formats:

return '156956878014585856';
return ['156956878014585856', '156956851511250859'];
return '156956878014585856,156956851511250859';

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Approval abortion rule

Y

Specify the condition for rejecting the approval request. Available choice options:

More than half tickets rejected
Set rejected tickets limit
All tickets rejected
One of the tickets rejected

Count

N

Specify the 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.

Active N Select this checkbox to activate the approval rule.

Note

The server-side business logic may not work for system tables if the creation or updating of records is initiated by the backend. For example, an Import Set is created as part of loading an Import Source, or an Email is created as a result of a notification rule, and so on.

A list of table examples for which server-side business logic may not work:

Main Log (sys_log)
Script Log (sys_log_script)
Exception Log (sys_log_exception)
Record Deletion Log (sys_record_deletion_log)
Import Set (sys_import_set)
Activity Feed Item (sys_activity_feed_item)
Email (sys_email)

Workflow

You can implement automatic creation of approvals using the User-approval activity in your workflow.

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	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 state must be confirmed by approvers. Here, the approvers should confirm its state. This is when the user-approval activity comes in handyis used. Before transferring the record state changes to the Relevant state (the set values 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.

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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.

Tracking approvals

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 Use the related lists configuration (Approval->Item)list configuration to display all the related approval tickets. 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:

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Refer to See the Related Lists article to learn how to add the Approval tab to the Related Lists area.

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Approvals

Approval states

Approval tickets

Approval sets
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