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What's New?

The Approval process exists in Incident Management but when the Incident details was exported to PDF, the Approval Details was not captured and displayed in the PDF. With this enhancement the Administrators can configure the Approval Information in the PDF content designer page by selecting the checkbox. In the exported PDF, Approval Information will be a section consisting of a table.

Benefits

  • This Approval Information in PDF brings consistency across the platform as this feature exists in Service Request module.

Configuring Approval Information

To configure this functionality, perform the following steps:

  1. Select Admin > Infrastructure > PDF Content Designer.
  2. Select Tenant and Module.
  3. Scroll down and Navigate to check box APPROVAL INFORMATION and SUBMIT.

To view the above Configuration in Incident Details page

  1. Navigate to Incident > Manage Incidents > Incident List.
  2. Select Tenant and Status from the Filters and click Apply.
  3. Select an Incident from the Incident List.
  4. On the right collapsible actions panel click EXPORT TO PDF.
  5. Select APPROVAL INFORMATION and click Export.
  6. A PDF is downloaded with Incident ID suffixed to the name of the PDF.
  7. APPROVAL INFORMATION is displayed in PDF.

Figure: Approval Information in Export to PDF option

Note
titleNote

The exported PDF will display the approval related details only if its selected from EXPORT TO PDF pop-up. 

If the Incident has not reached approval state or if no approval is configured then the Approval Information in the PDF will display as “NA” .

The following columns will be displayed for APPROVAL INFORMATION.

Figure: Approval Information in PDF

The Field description of Approval Configuration is explained in the following table.

Field Description
Approval LevelDisplays the number of levels present for the incident.
Approval TypeDisplays the selected type of approval for each level.
Approver NameDisplays all the approver names of the approval levels.
Approval StatusDisplays the Approval status of Incident ticket.
Incident StatusDisplays the status of Incident ticket. 
Approval DateDisplays the date and time of the approval.
RemarksDisplays Remarks added by approver.
Note
titleNote

If APPROVAL INFORMATION is not configured in PDF content designer by Admin then the APPROVAL INFORMATION will not be available on Incident Details page.