Service Requests and Approvals

The Service Request section allows you to manage service requests that require review and approval before they can proceed. Approval requirements can be configured for specific problem categories under Sidebar > Ticket > Problem Category by enabling the approval option.

This section helps you define who must approve a request and how the approval process should work. You can configure approval rules involving specific groups, a minimum number of approvers, managers, or department heads, depending on your organisation's requirements.

Using this section, you can:

• Manage Service Requests: View and manage personal, organisation-wide, and archived service requests.

• Configure Approval Teams: Define Service Request Approval Teams (SRAT) to determine who is responsible for reviewing and approving requests.

• Set Approval Requirements: Configure approval rules based on groups, minimum approvals, managers, or department heads.

• Manage Dynamic Forms: Create and manage reusable forms to collect the information required when users submit service requests.

Example: If a request under a specific problem category requires approval from the department head, you can configure the approval process accordingly. When a user submits a request under that category, it follows the configured approval workflow.

These features help standardise request approvals, ensure the right people review requests, and maintain a clear record of the approval process.

Navigation Path: Sidebar > Ticket > Service Request

Service Request Areas at a Glance

Use the following areas according to the work you need to perform.

Table 3.22.1: Service Request areas at a glance

Related pages

• Dynamic Forms