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Approval Workflows

Approval workflows ensure that certain actions or requests go through proper authorization channels before implementation. This process maintains governance and compliance within the organization.

Types of Approvals​

  1. Change Request Approvals: Required for system or infrastructure modifications
  2. Service Request Approvals: For resource allocation or access permissions
  3. Purchase Approvals: For procurement of hardware, software, or services
  4. Policy Exception Approvals: For temporary exceptions to established policies

Approval Workflow Steps​

  1. Submission: User submits a request requiring approval
  2. Routing: System routes the request to appropriate approver(s)
  3. Notification: Approvers receive notification of pending approval
  4. Review: Approvers review the request details
  5. Decision: Approvers approve, reject, or request more information
  6. Implementation: Approved requests proceed to implementation
  7. Notification: Requestor is notified of the approval decision

Approval Workflows Interface

Approval Levels​

  • Single-level Approval: One approver or group must authorize
  • Multi-level Approval: Sequential approval by different authorities
  • Parallel Approval: Multiple approvers can authorize simultaneously
  • Conditional Approval: Approval routing based on specific criteria (cost, risk, etc.)

Integration with Ticketing System​

The Approval Workflow integrates seamlessly with the ticketing system to automate ticket approvals and status transitions.

How the Integration Works​

  1. Ticket Creation:

    • A ticket is raised in the system by a user.
    • The ticket may require an approval process (e.g., Change Requests, Problem Management, or Incident Resolution).

  2. Approval Process Initiation:

    • Based on the ticket type (e.g., Problem, Change, Request), the appropriate approval workflow is triggered.
    • The workflow state (e.g., Submitted, Awaiting Approval) is updated within the ticket.

  3. Approval & Decision:

    • The assigned approvers review the ticket.
    • If approved, the ticket moves to the next stage (e.g., implementation, resolution).
    • If rejected or reopened, additional actions are required before re-submission.

  4. Ticket Closure:

    • Once all approvals are completed, the ticket is marked as resolved/closed.

Approver Actions​

Approvers can take the following actions on tickets requiring their approval:

  • Approve: Grant authorization for the request to proceed
  • Reject: Deny the request with explanation
  • Request Information: Ask for additional details before making a decision
  • Delegate: Transfer approval authority to another qualified individual
  • Comment: Add notes or conditions to the approval

Approval Dashboard​

The Approval Dashboard provides approvers with a centralized view of all requests awaiting their action.

Dashboard Features​

  • Pending Approvals: List of all requests requiring action
  • Approval History: Record of past approval decisions
  • Filters: Options to sort by priority, date, type, etc.
  • Bulk Actions: Ability to approve or reject multiple similar requests
  • Notifications: Alerts for new or urgent approval requests