Service Request Approval (SO 3.2)

A service request initiated by the Requester has the request and user information automatically included in the service request. After a service request is logged, the Service Request Approver reviews the Service Request details. If more information is needed, the Service Request Approver will contact the Requester to complete the information, and then approve or reject the request. Once all approvals have been received, the Service Request Analyst updates the Service Request and make sure all Service Request information is up-to-date.

For more information on this process, refer to Service Manager Processes and Best Practices.

Access approvals from the search screens

Approvals can either be approved, retracted, or denied. Pending approvals await one of these actions.

To access approvals from a search screen:

1. Click one of the following:
   • Request Management > Quotes > Search Quotes
   • Request Management > Orders > Search Orders

2. Add optional search criteria, and then click Search.

   A record list of quotes or orders opens.

   Note If you have quotes authority in only one group, the list of current requests for that group opens.

   If you have approval authority for multiple groups, the Approval Group Select dialog box appears. Select the groups that you want to search.

   Request Management places a check mark beside the flagged group boxes and searches for requests currently awaiting approvals for that group. If all groups are checked, all groups are queried.

3. Select the target quote or order record.

4. Open the Approvals section, and go to the Current Approvals subsection.

   For the approvals in this quote or order, you see the approval type, approval status, and number of approved.

5. In the Current Approvals subsection, click an approval type.
6. Click More or the More Actions icon, and choose one of the following:
   • Approve
   • Deny
   • Retract

   The descriptions of these approval actions are as follows:

   Action	Description
   Approve	Gives authority to proceed with all items listed in the request.
   Deny	Denies authority to proceed with all items listed in the request.
   Retract	Removes previous approval actions.

   
   
7. If you made edits to approvals, click Save to save your changes.

View approval type group options

To view Approval Type group options:

1. Click Request Management > Quotes > Search Quotes or Quote Queue and then click Search to open an existing quote record.

2. Open the Approvals section.

3. In the Current Approvals subsection, double-click an Approval Type group whose group options you want to view. The Approval form opens.
4. Do one of the following:
   • If the approval type has a status of pending, go to the Currently Pending Approvals area, and click a group listed in the Group/Operator Name field.
   • If the approval type has a status of approved or denied, go to the
     Completed Approval Actions area, and click a group listed in the Approval Group/Oper field.
5. Click More or the More Actions icon, and then select Override to view the options.

Related topics

Request Management overview
Request Management workflows and user tasks
Processes and Best Practices