Approving Service Requests

Owned by Julie Joy (Unlicensed)
Last updated: Apr 23, 2024 by Shilpa K (Deactivated)Version comment

Service Management Help

Service Request Management

If you are a Manager or above in your organization, you may need to approve your reportees’ Service Requests (SRs). If any user has delegated the approval role to you, you can also approve that user's SRs (see: Delegating Role in SummitAI Platform).


To approve or reject Service Request(s):

  1. Select Request > User > Approve Service Requests.
  2. On the APPROVE SERVICE REQUEST page, a list of SRs awaiting your approval is displayed under LIST table.


    Figure: APPROVE SERVICE REQUESTS page (Tile view)


    Figure: APPROVE SERVICE REQUESTS page (Tabular view)

  3. Click the SR ID of the Service Request you want to approve or reject. On the APPROVE SERVICE REQUEST page, click APPROVE SERVICE REQUEST icon on the ACTIONS panel.

    Figure: APPROVE SERVICE REQUEST page

    Note: Pending For Approval Status is now differentiated into Pending for Approval (On Hold), Pending for Approval (Refer Back) and Pending for Approval (Forwarded) in the Tabular View of Service Request List Page.  

  4. On the APPROVE SERVICE REQUEST pop-up page, select the approval status from the list as Approved, Rejected, Refer Back, Forward To, or On Hold.  Specify your remarks and click SUBMIT.

    APPROVE SERVICE REQUEST pop-up page
    Figure: APPROVE SERVICE REQUEST pop-up page

Approver's E-Signature on Service Request 

Whenever an SR is approved, it is possible to display the signature of the Approver in the Approval Details section. The user can also Export the SR details in PDF format from My Service Request page along with the E Signature. This functionality would bring authenticity to the SR records and help to achieve CSAT.

 Details

If the Approver has uploaded E-Signature in User Profile, the corresponding E-signature will be displayed in the Approval Details section of the service request. For this feature to be available, you should enable the tenant level configuration for the same. For more information, refer the details under For Approver tab of Configuring SR Management.

Case 1: E-Signature Uploaded

With the configuration enabled, the uploaded Approver E-Signature is displayed in the Approval Details section of Service Request under a new column Signature. This is displayed only in the tabular view of the Approval Details section. 

Figure: Approval Details Section in a Service Request with E-Signature

Case 2: E-Signature Not Uploaded

If the Approver has not uploaded the E-Signature, the corresponding column will be displayed blank in the Approval Details section.

Figure: Approval Details Section without E-Signature

Also, while approving the service request, in the APPROVE SERVICE REQUEST pop-up, a note will be displayed informing the user that 'E-Signature is enabled' and asks for confirmation whether the user wants to upload the signature or not.

Figure: APPROVE SERVICE REQUEST pop-up

Click the hyperlink here to upload the E-Signature. Click Submit to continue approving the service request without uploading the E-Signature. The approver may decide whether to upload his E-Signature or not.

Tenant level Configuration Not Enabled

If the tenant level configuration for displaying E-signature is not enabled, then the E-Signature of the Approver will not be displayed in the Approval Details section of the service request. Even the column for displaying the E-signature will not be displayed without enabling the configuration.

For more information on adding E-Signature in User Profile, see Updating User Profile.

ACTIONS

This section explains all the icons displayed on the ACTIONS panel of the APPROVE SERVICE REQUEST page.

 SEND E-MAIL

Click SEND E-MAIL to send e-mails to the Caller.

SEND E-MAIL
Figure: SEND E-MAIL pop-up page 

The following table describes the fields on the SEND E-MAIL pop-up page:

Field

Description

Select Recipient

Allows the users to select listed recipients. Select the check box of the required recipient and click ADD TO to add it to the To list and click ADD CC to add it to CC list.

To List

Displays the list of users added to the To list.

CC List

Displays the list of users added to the CC list.

Subject

Type in the subject of the e-mail.

Body

Type in the body of the e-mail.

Note: Use the menu options provided to format your text. You can also add/remove links in the body.

 CHANGE HISTORY

Click CHANGE HISTORY to view the changes that occurred on the Service Request, the user who made the changes, the date and time when the change was made, and also the previous and new values for the Service Request.

CHANGE HISTORY pop-up page
Figure: CHANGE HISTORY pop-up page 

The following table describes the field on the CHANGE HISTORY page:

Field

Description

Column Name

Displays the type of modification on the Service Request.

Change Date

Displays the latest date and time at which the Service Request details was changed.

Changed By

Displays the name of the person who has changed or edited the Service Request details.

Old Value

Displays the old value of the field and is changed to a new value.

New Value

Displays the current value of the field.

Mail History

Displays the mail history details of the Service Request. Click the link More to view complete conversation details occurred between the User and the Analyst.

 CHAT HISTORY

Click CHAT HISTORY to view the chat details related to the SR. The CHAT HISTORY pop-up page displays the details.

CHAT HISTORY pop-up page
Figure: CHAT HISTORY pop-up page

 SUPPORT DOCUMENT

Click SUPPORT DOCUMENT to view the attached supporting document for the SR in the SUPPORT DOCUMENT pop-up page.

SUPPORT DOCUMENT
Figure: SUPPORT DOCUMENT pop-up page

 PRINT

Click PRINT to take a print of the SR details.

Print pop-up page
Figure: Print pop-up page

Configure Columns

See: Personalizing Pages in SummitAI Platform.