Managing Service Requests Approval Requests

Owned by Persia Xenopoulou (Deactivated)
Last updated: Nov 28, 2016
1 min read

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Table of Contents

What are Approval Requests

Approval Requests are requests that are triggered through effective Approval Definitions added on Workflow Rules. Approval Requests are created in a 'Pending' Life Cycle State and a set of users defined in the Authorised Users section of the Approval Definitions are responsible to Reject, Cancel or Approve them.

Approval Requests can be created for the following entities:

  • Activities
  • Jobs
  • Service Requests
  • Subscription

Approved Requests enable editing of the entity on the Request, as long as the entity does not have any other 'Pending' Approval Requests.

Approval Requests can be managed from a dedicated screen found under FOUNDATION > WORKFLOWS > SET UP AND MANAGE APPROVALS > MANAGE APPROVAL REQUESTS or handled from the entity's Data Entry page. For example, a Service Request with 'Pending' approvals can be processed by using the respective action on the Service Requests Data Entry page.

Validations & Restrictions

ActionValidationsAdditional Information
Approve
  • The Approval Request is in a 'Pending' Life Cycle State.
  • The logged in user is in the Authorised Users section.
  • The user has not processed another Approval Request triggered from the same process. i.e. If two Approval Requests have been created for Creating a new Activity, then two separate users must process each one.
Approving Approval Requests will make the entity editable as long as it has no other 'Pending' Requests.
Cancel
  • The Approval Request is in a 'Pending' Life Cycle State.
  • The logged in user is in the Authorised Users section.
  • The user has not processed another Approval Request triggered from the same process. i.e. If two Approval Requests have been created for Creating a new Activity, then two separate users must process each one.
Cancelling Approval Requests will make the entity editable as long as it has no other 'Pending' Requests.
Reject
  • The Approval Request is in a 'Pending' Life Cycle State.
  • The logged in user is in the Authorised Users section.
  • The user has not processed another Approval Request triggered from the same process. i.e. If two Approval Requests have been created for Creating a new Activity, then two separate users must process each one.
Rejecting Approval Requests will make the entity editable as long as it has no other 'Pending' Requests.

Managing Approval Requests from the Entity's page

  1. Navigate to the entity with the 'Pending' Requests
  2. Search for the entity to modify
  3. Click on the Number/Name of the entity to go to its Data Entry page
  4. From the Actions Menu click on one of the actions below:
    1. PENDING (X) APPROVALS > APPROVE
    2. PENDING (X) APPROVALS > REJECT
    3. PENDING (X) APPROVALS > CANCEL
      MANAGE REQUESTS VIA ENTITY PAGE
  5. According to the action selected refer to the respective manual for a description of the next steps.

Viewing Approval Requests on the Entity

Available Approval Requests for an entity can be found:

  • APPLICABLE UP TO CRM.COM R9.0.0 In the Data Entry screen of the entity. 
  • AVAILABLE FROM CRM.COM R10.0.0 In the View History tab of the entity.

 

There are four subsections:

  • Pending Requests
  • Approved Requests
  • Rejected Requests
  • Cancelled Requests

APPROVAL REQUESTS IN ENTITY DATA ENTRY PAGE

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