Approvals queue

Search for	Example	Results
A single word	`cat`	Topics that contain the word "cat". You will also find its grammatical variations, such as "cats".
A phrase. You can specify that the search results contain a specific phrase.	`"cat food"` (quotation marks)	Topics that contain the literal phrase "cat food" and all its grammatical variations. Without the quotation marks, the query is equivalent to specifying an OR operator, which finds topics with one of the individual words instead of the phrase.

Search for	Operator	Example
Two or more words in the same topic	`AND` `and` `+` (plus symbol) `&` (ampersand)	`cat AND dog` `"cat food"+milk` `"cat food"&"dog food"`
Either word in a topic	`OR` `or` `\|` (pipe)	`cat OR dog` `cat \| dog`
Topics that do not contain a specific word or phrase	`NOT` `not` `!` (exclamation point)	`NOT cat` `! dog`
Topics that contain one string and do not contain another	`^` (caret)	`cat ^ mouse`
A combination of search types	`( )` parentheses	`cat + (dog \| mouse)` `cat \| dog + (! mouse)`

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

On the main menu, select Approvals.

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.

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.

To filter the approvals, click the Add filter

button on the left.

Manage approvals

On the main menu, select Approvals.

Select the approval record that you want to edit.

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

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

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.

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.