Viewing Approval Configuration

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Last updated: Apr 22, 2024 by Shilpa K (Deactivated)Version comment
5 min read

SummitAI Service Management Help

Incident Management

You can view the LIST table showing all the configured approvals for the selected Tenant. 

Viewing Approval Configuration:

The following section provides details of how to view the approval configuration.

To view the approval configuration, perform the following steps:

  1. Select Incident > Configuration > Others >  Approval Configuration. The  APPROVAL CONFIGURATION page appears.

Figure: APPROVAL CONFIGURATION

Field Description

The following table describes the fields on the APPROVAL CONFIGURATION list page:

Field

Description

LIST

Workflow ID

Displays the workflow ID.

Workflow Name

Displays the name of the workflow.

Workflow Description

Displays the description of the workflow. Click on more hyperlink to see more description.

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.

ACTIONS

This section explains all the icons displayed on the ACTIONS panel of the APPROVAL CONFIGURATION page.

ADD NEW

Click ADD NEW to configure a new approval for the selected Tenant. 

To add the Approval Configuration:

  1. Navigate to ACTIONS > ADD NEW. The 
  2. On the APPROVAL CONFIGURATION page, select the Tenant and fill in the required details. For information about the fields on the APPROVAL CONFIGURATION page, see Field Description.
  3. Click SUBMIT. A new approval is configured.

Field Description

The following table describes the fields on the APPROVAL CONFIGURATION details page:

Field

Description

GENERAL DETAILS

Approval Workflow Name

Displays the workflow ID.

Description

Displays the name of the workflow.

Active

Indicates the status of the approval workflow.

  • If selected, the approval workflow is enabled for the selected Tenant.
  • If not selected, the approval workflow becomes an inactive value.

Include Inactive

Displays the approval levels.

CONDITION

Field

The fields related to incident management module are populated in the drop-down list. Select the required option.

Standard Attributes

  • Analyst /Assigned To
  • Category
  • Classification
  • Impact
  • Major Incident
  • Medium
  • Priority
  • Resolution code
  • Resolution SLA Violation
  • Response SLA Violation
  • Service Window
  • Urgency
  • Workgroup/Assigned Workgroup

User Attributes

  • Caller Location
  • Customer
  • Location
  • User Type
  • Username/Caller

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:

  • Equal To (=)
  • Not Equal To (! =)
  • IN and NOT IN
  • Greater than Equal To (>=)
  • Less than Equal To (<=)
  • Greater than (>)
  • Less than (<)
  • Between
  • Contains
ValuesBased on the selected Field type and Operator the options are populated in the Values field.

Click the  icon to add a new condition.


Click the  icon to delete the selected condition.

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.

Level NoDisplays 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:

  • Select Individual - If the Approval Type is selected as Select Individual, then select or specify the specific approver name in Approver Name text search box.  These individual approvers will get an e-mail notification for the pending approval.


    Figure: 

  • Workgroup Owner - If the Approval Type is selected as Workgroup Owner, then select the workgroup owner. These  approvers will get an e-mail notification for the pending approval. 
  • Reporting Manager - If the Approval Type is selected as Reporting Manager Owner, then select the Reporting manager analyst. These approvers will get an e-mail notification for the pending approval. 

  • Custom Approver Group - If the Approval Type is selected as Custom Approver Group, then select the approver group from the drop-down list. The list displays all of the groups configured in User Group configuration.
Approver Name

Specify the individual approver name or the approver group name based on the Approval Type.

If the approval type selected is a group, then a gear icon is displayed next to the approver name. Click gear icon. The 

Note:

Gear icon is displayed only if Approval Type is selected as Group Approval.

Click on the icon. The following popup is displayed:

Figure: Gear Icon Popup

Field Description

Field Description
Required Approver Count

Select the required approver count from the drop-down list. 

For Example: Select 4 as Required Approver Count if there should be 4 approvers from the selected group.

Or

Select ALL as Required Approver Count if all should be the approvers from the selected group.

Approver NameDisplays the names of the approvers associated with the selected group.
Is MandatorySelect Is Mandatory check box to indicate the associated approver is mandatory approver.

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 is 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 from John or Sam is done 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:

<< >>

Update IM Status To

Select the required option from the drop-down list. Available options are based on the status configuration done in Status Configuration page.

  • The prerequisite status to begin the approval flow is status Awaiting Approval, hence based on the condition set if the approval is enabled, then the Update IM Status gets updated to Awaiting Approval status and the first level of approval is initiated.
  • Once the approval is done against a given level, the status should be updated to the status value configured under Update IM status To against that level.


Note: