SummitAI Service Management Help
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You can configure a new approval workflow using Approval configuration for the resolved incident. An approval workflow will send the email notifications to the approvers as per the configuration.
The Approval workflow configuration automates, streamlines, and provides easy implementation of the whole approval process.
Figure: Post Resolution Approval Process Workflow
Scenario: Three levels of approval
In this scenario, Fredrick, an administrator for Acme Services, wants to configure an approval for a resolved incident. The resolved incident should meet the all of the following conditions to kick-start the configured approval workflow.
Conditions:
Incident caller location is Hyderabad.
Incident Priority is P2.
Incident Impact is High.
This approval requires the approvals of the Reporting Manager named John and then, from Workgroup Owner named Sam, followed by an individual approval from Fredrick himself.
Now to achieve this, following are the defined conditions for the approval workflow.
Figure: Conditions
After the resolved incident met the above configured conditions, the approval process (post resolution incident) will start. It will notify first to the reporting manager of the assigned Analyst of the ticket. After the Reporting Manager's approval, it will notify to the Owner of the assigned workgroup of the ticket. And the final approval and mandatory approval is from Fredrick. After the final approval, the incident status is changed based on an approval mapping.
Figure: Approval Levels
To configure this approval, Fredrick specifies the Approval Level count as 3, in the APPROVAL CONFIGURATION page and specifies the other mandatory details like Approver Workflow Name, Description and so on. ACTION panel configuration is as follows:
The following diagram depicts the above approval level scenario:
To Configure the Approval
The following section provides details of how to configure approval workflow.
To configure the approver workflow, perform the following steps:
- Select Incident > Configuration > Others > Approval Configuration. The APPROVAL CONFIGURATION page appears.
- Select the required Tenant, click ADD NEW under the ACTIONS panel, and fill in all the details on the APPROVAL CONFIGURATION page to configure approval conditions and approval levels. For more information about the fields on the APPROVAL CONFIGURATION page, see Field Description.
- Click SUBMIT. A new Approval workflow is added.
Figure: Approval Configuration page
Field Description
The following table describes the fields on the APPROVAL CONFIGURATION detailspage:
Field | Description | |||||||||||||
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GENERAL DETAILS | ||||||||||||||
Approval Workflow Name | Specify the approval workflow name. | |||||||||||||
Description | Specify the description about the approval workflow. | |||||||||||||
Active | Indicates the status of the approval workflow.
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| CONDITION | ||||||||||||||
Field | The fields related to incident management module are populated in the drop-down list. Select the required option. Standard Attributes
User Attributes
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Operator | Based on the selected field value, the operators are displayed. Select the required operator from the drop-down list. The Possible values for Operator are:
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| Values | Based on the selected Field type and Operator the options are populated in the Values field. | |||||||||||||
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| ACTION | ||||||||||||||
| Approval Level | Select the approval level from the drop-down list. Select the required option from minimum 1 to maximum 10. Based on the selected number, the following grid section will display the number of rows to fill the details of approvals. For Example: If you select the Approval Level as 4. The following grid section will display the 4 rows. A sample screenshot is shown below:
Figure: Approval Level | |||||||||||||
| Level No | Displays the level number for which the approval is being configured. | |||||||||||||
| Approval Type | Select the approval type from the drop-down list. Available options are as follows:
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| Approver Name | Specify the individual approver name or the approver group name based on the Approval Type. If the Approval Type is selected is Custom Approver Group, then a
Click on the
Figure: Gear Icon Popup Field Description
Email notification will be sent to all of the above selected approvers mentioning the required count of approval along with mandatory approvals. For example: If Required Approver Count is selected as 3 with approver names selected as Fredrick, John and Sam, and Is Mandatory checkbox is selected for Fredrick, then the email notification will be sent to the entire group mentioning about the required 3 (Fredrick, John and Sam) including mandatory Approval from Fredrick.
If one non-mandatory approval either done from John or Sam then the email will be sent to group mentioning that 1 approval is done and 2 approvals are left including the mandatory approval from Fredrick. If you select the mandatory approvers more than number of the approvers specified in Required Approver Count then system displays the following error message:
Figure: Error Message | |||||||||||||
| Update IM Status To | Select the required option from the drop-down list. The sub-status of the incident is changed to the selected status after the Approval, while the actual status of the incident will remain as "Pending for Approval". Available options are based on the status configuration done in Status Configuration page.
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Approval Configuration - LIST page
You can view the all approvals workflow list page with the Group Name, Approved By, Created Date columns. A sample screenshot is shown below:
Figure: USER GROUP - LIST Page
Field Description
The following table describes the fields on the Approval Configuration LIST page:
Field | Description |
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LIST | |
Workflow ID | Displays the workflow ID. |
Workflow Name | Displays the name of the workflow. |
Workflow Description | Displays the description of the workflow. |
Approval Levels | Displays the approval levels. |
Created By | Displays the name who has created the workflow. |
Created On | Displays the date on which the workflow was created. |
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