Approving Service Requests

Approval is a formal decision to implement or reject a service request. Successful approval of a service request depends on a management decision to fulfill the request.

You can approve a service request when you determine the request is valid. If you are the last Approver to approve the service request, ChangeGear systematically changes the status from Pending Approval to Assigned. ChangeGear also activates a predefined notification rule that sends a template-based e-mail to anyone on the recipient list for approvals.

Depending on your ChangeGear configuration, certain users may be authorized to approve a request without requiring formal review. These users are known as pre-authorized users. When a pre-authorized user submits a ticket for approval, ChangeGear automatically moves the ticket past the Pending Approval state to the next state in the workflow, providing a way for trusted users to bypass the official approval process. For more information on pre-authorizing users, please see the Editing Approval Groups section of the ChangeGear Administrator's Guide.

Note: Only service requests in Pending Approval status can be approved.

To approve a service request:

  1. Double-click on the service request to open.

  2. Review the information in the service request. In the toolbar, click Approve. (If you are not an approver, an error message displays.) The service request Comment Popup dialog displays.

  3. In the Comments box, type any comments you have.

  4. Click OK.

Note: If you are the last to approve a service request, its status is changed from Pending Approval to Assigned. You can click the Approver drop-down and select more approvers from the list by clicking Add.

To reject a service request:

  1. Double-click the service request to open.

  2. Review the information in the service request. In the toolbar, click Reject.

  3. In the Comment box, type an explanation for the rejection.

  4. In the Close Type list, select Reject.

  5. Click OK to save.

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