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Approvals queue

The Approvals queue displays the approvals that require your attention, enabling you to view and manage issues awaiting your approval, from one point of access. If you are set up in Service Management as a manager of people, you are also able to view, manage, and deal with their approvals. Users are also able to delegate approvals.

View the Approvals queue

  1. On the main menu, select Approvals.

  2. Select:

    • MY APPROVALS to view your approvals in the following phases:

      • Pending
      • Failed
    • DIRECT REPORT APPROVALS to view the approvals of people directly reporting to you as their manager.

      Tip If not already displayed, you can select Assignee from the Columns feature on the toolbar. This displays the name of the person directly reporting to you.

    The approvals are displayed.

    By default, the following information is displayed for each approval:

    Field Description
    ID The approval ID
    Title The title of the approval
    Phase ID The ID of the current phase of the approval
    Priority The priority of the approval
    Requestor The requester of the approval
    Parent entity The type and title of the record in which the approval is created

    On the right, the details of the approval are displayed at the top, and details of the parent record are displayed below that.

  3. To sort the grid, click the heading of the column by which you want to sort the grid. By default, approvals are displayed by descending (highest to lowest) priority.

  4. To filter the approvals, click the Add filter Image of add filter icon button on the left.

Manage approvals

  1. On the main menu, select Approvals.

  2. Select the approval record that you want to edit.

    To filter the record list, click the Add filter  button. For more information, see Filters.

  3. Click the record identifier in the ID column to display the selected record.

  4. Edit the approval details in the General tab. The following sections are available:

    • Context record

      The following fields are displayed:

      Field Description
      Priority

      The priority of the approval.

      Note This value is copied from the parent record and automatically filled in by the system.

      Requestor

      The user who opened the parent record of the approval.

      Note This value is copied from the parent record and automatically filled in by the system.

    • Approval properties

      The following fields are displayed:

      Field Description
      Title The approval title. This field is read-only.
      Description A description of the approval.
      Approval policy The approval policy defined in the parent record. This field is read-only.
      Planned start date The start date for the approval defined in the parent record. This field is read-only.
      Planned end date The date by which the approval should be completed.
      Actual start time The time the approval started. This field is read-only.
      Actual end time The time the approval finished. This field appears only when the approval is approved.
      Requires planning Indicates that planning is required before implementing the approval. This field is read-only.
      Requires review Indicates that review is required after implementing the approval. This field is read-only.
    • Approvers

      The following fields are displayed:

      Field Description
      Assignment group

      The group assigned to perform the approval.

      Example: Windows Tower team

      Assignee

      The user assigned to perform the approval.

      Approver comment The approver can enter a comment here.
    • Attachments

      Click Add attachment if you want to attach a file to the record.

      Note

      • The following file formats are supported: jpg; jpeg; gif; png; doc; docx; ppt; pptx; xls; xlsx; pdf; txt; xml; zip; msg; sql; gz; rar; tar; 7z.

      • The maximum file size of an attachment is 10 MB.

      • If the Attachments field has been defined as encrypted for this record type and you are a member of an encryption domain, click Add encrypted attachments to attach an encrypted file to the record.

      • Attachments are not visible in the Service Portal.

Note When an approval moves to the Approved/Denied phase, it is automatically removed from the Approvals queue.

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