Approvals

Approval configurations within workflows allow you to implement review and authorization steps for tickets, ensuring that critical changes or decisions receive proper oversight.

Approval Types

The Service Catalog supports several types of approval configurations:

• Single Approver: Requires approval from one designated individual
• Multiple Approvers (Any): Requires approval from any one person from a group of potential approvers
• Multiple Approvers (All): Requires approval from all designated approvers
• Hierarchical Approval: Follows an approval chain where approvals must occur in a specific sequence

Configuring Approvals

To configure an approval step in a workflow:

1. Create a state that represents the approval stage (e.g., "Pending Approval")
2. Configure transitions both into and out of this state
3. For the outgoing transitions, add approval conditions specifying:
   • Who can approve (roles, groups, or specific users)
   • How many approvals are required
   • Time limits for approvals
   • Fallback actions if approvals time out

Approval Actions

When configuring approvals, you can set up various automated actions:

• Notification Emails: Send emails to approvers when their approval is needed
• Reminder Notifications: Send reminders if approval is pending for a specified time
• Escalation: Automatically escalate to alternate approvers if the primary approver doesn't respond
• Approval History: Track and display the approval history in the ticket

Approval User Experience

Approvers can take action on pending approvals through:

• Email links that direct them to the approval page
• Notifications in the ticketing console
• A dedicated "Pending Approvals" section in their dashboard

The approval system ensures that critical changes receive proper authorization while maintaining an audit trail of the decision-making process.