Introduction
My Approvals provides a central place to view service requests that require your approval or for which you have already provided an approval decision. It displays requests assigned to you based on your membership in a Service Request Approval Team (SRAT).
When a service request is submitted under a problem category that requires approval, the system routes it to the configured approval team. If you are a member of that team, the request appears in your My Approvals section for review and action.
Approval teams can be configured under Sidebar > Ticket > Service Request > SR Approval Team.
Each request card displays important information to help you identify and review the request, including:
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Request Details: Subject and request ID.
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Requester Information: Name of the person who submitted the request.
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Department and Company: The department and company associated with the request.
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Submission Date: When the request was submitted.
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Approval Requirement: The approval criteria applicable to the request.
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Approval Status: The current status of the request's approval process.
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Authority Board: The authority or approval details associated with the request.
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Last Updated: The date and time of the most recent update.
These features help approvers track pending requests, review approval details, and monitor decisions from one place.
Navigation: Sidebar › Ticket › Auto Allocation > Service Request > My Approvals
Viewing My Approvals
Step 1: Open My Approvals from the Ticket area. The page displays the approval requests available to your account.
Step 2: Review the request title and ID, requester, department, date/time, company, and approval requirement on each card.
Step 3: Check the Status, Authority Board, and Last Update panel on the right to understand the current approval position.
Step 4: Use Search, Filter, Refresh, the page-size selector, or the pagination controls to locate a request. Select individual requests or use Select All where available.
Step 5: Add supporting files by dragging them into the attachment area or clicking Add Attachment. Review the ticket-raiser information panel to confirm that the request is being raised for the intended user.
Step 6: Click Create to submit the request, or Close to exit without creating it.
| Item | Description |
|---|---|
| Request subject and ID | Identifies the service request and its request number. |
| Requester / department | Shows who submitted the request and the associated department. |
| Submission date / company | Shows when the request was created and the company associated with it. |
| Approval requirement | Indicates whether approval is required for the request. |
| Status | Shows the current request status, such as Approved or Waiting for Approval. |
| Authority Board | Shows the authority board or approval group currently associated with the request. |
| Last Update | Shows the most recent recorded update time. |
| View Details | Opens the selected request details, including its approval information. |
Creating a Service Request
Step 1: Click Add Ticket to open the Create Ticket form. Fields marked with an asterisk (*) are required.
Step 2: Select the Company, Department, User (Ticket Raiser), and Problem Category. Select a Priority and enter the TAT in hours.
Step 3: If a dynamic form is configured for the selected Problem Category under Sidebar > Ticket > Problem Category, the form opens automatically. Complete the required fields before continuing. Dynamic forms are managed under Sidebar > Ticket > Service Request > Dynamic Form.
Step 4: Complete the Subject and Content fields. Add the device, reply-to account, seat number, tags, and CC email information where needed.
Step 5: Add supporting files by dragging them into the attachment area or clicking Add Attachment. Review the ticket-raiser information panel to confirm that the request is being raised for the intended user.
Step 6: Click Create to submit the request, or Close to exit without creating it.
Figure: Create Ticket form
| Field | Description |
|---|---|
| Company | Select the company for the request. |
| Department | Select the department associated with the request. |
| User (Ticket Raiser) | Select the user on whose behalf the ticket/request is raised. |
| Problem Category | Select the problem or request category. |
| Priority | Set the request priority. It is filled in automatically based on the selected category; users with the required permission can change it. |
| TAT | Enter the turnaround time in hours. This value is filled in automatically based on the selected category; users with the required permission can change it. |
| Device | Optionally link the request to a device. If selected, the request is associated with that device and can be viewed from the device information page. |
| Reply To | Select the email account to use for replies, if configured. Replies use the account configured under Sidebar > Ticket > Outgoing Mail Settings. |
| Created Via | Shows the source used to create the request, such as Portal, Call, Email, or Bot. Available options depend on the configuration. |
| Subject | Enter a short title for the request. |
| Seat No | Optionally enter a seat number. Seat information is configured in the user details under Sidebar > Users. |
| Tags | Select one or more tags to help categorise the request and make it easier to find when filtering. |
| Content | Enter the request description or supporting notes. |
| Attachment | Optionally attach supporting files. The screen notes a maximum of 10 files and a combined total size of 10 MB. |
| CC E-Mails / E-Mails | Use the CC option and Add CC field to include additional email recipients. CC recipients receive notifications about ticket/request actions and activity. |
| Ticket Raiser Info | Displays the selected creator user’s available profile details, such as name, designation, location, mobile, email, and company. |
Reviewing Request Details
Step 1: Click View Details on the required request card.
Step 2: view the request subject, status, creator, company, department, category, and creation/update timestamps. Select View More Information to inspect additional fields where available.
Step 3: In the Approvals tab, review each approval entry, including the approver, decision status, decision date, elapsed days, and comments.
Step 4: Select Conversations to review the conversation thread associated with the request. The same details page is reused by All Service Requests, My Service Requests, and Archived Service Requests.
| Detail / Area | Description |
|---|---|
| Request summary | Displays the subject, current status, creator, company, department, category, and record dates. |
| Creator Info | Shows the request creator’s name, location, email, and company. |
| View More Information | Expands or opens additional request fields where available. |
| Approvals tab | Lists approval records, including the approver, status, date, duration, and comments. It shows who approved or reviewed the request and any comments they added. |
| Conversations tab | Displays the conversation information associated with the request. |
| Service Ticket / History / Print / View Form | Service Ticket: Opens the ticket created after the request is approved. History: Displays the request's history timeline. Print: Prints the request details for reference. View Form: Displays the dynamic form submitted when the request was created. |
Viewing Request History
Step 1: From the request details page, click History.
Step 2 Review the timeline from oldest to newest or scroll through the available events. Each event can show a timestamp, the person involved, the approval response or comment, and the associated action.
Step 3: Use the history to understand when a decision was recorded and whether comments were added to the request.
| Item | Description |
|---|---|
| Request summary | Shows the subject, ticket/request ID, company, department, and category. |
| Timestamp | Date and time of the recorded event. |
| Person / event | Identifies the user and action, such as an approval response or a comment. |
| Comment | Shows the comment associated with the event when one was recorded. |
| Approval information | May include approval mode and the number of days recorded for a decision. |
Filtering Service Requests
Step 1: Click Filter on a service-request list.
Step 2: Set one or more available filters. You can filter by status, department, problem category or subcategory, authority board, current authority board, approval mode, approver, VIP-ticket setting, date, or date range.
Step 3: Click Apply to display matching requests. Click Clear to remove the selected filters and start again.
The same filter fields and request detail page are used by All Service Requests, My Service Requests, and Archived Service Requests; the other sections refer back to this shared procedure.
| Filter | Description |
|---|---|
| Status | Filter requests by their current status. |
| Department | Limit results to a selected department. |
| Problem Category / Sub Category | Filter by the selected category or subcategory. |
| Authority Board / Current Authority Board | Filter by the configured authority board or the current approval authority board. |
| Approval Mode / Approver | Filter by approval mode (Group, Minimum, Manager, or Department Head) or select a specific approver. |
| VIP Ticket / Date / Date Range | Filter by VIP-ticket setting, a selected date, or a start/end date-time range. Use Clear to reset filters and Apply to apply the selections. |