The approval process in Help Desk routes newly created tickets to a designated approver and then returns the ticket to the workflow after a decision is made. Approvers can review and update approval statuses from either the card view or the ticket view. Each status reflects the current stage of the approval workflow and determines how the ticket proceeds.
The following approval statuses are used during the ticket approval process. Each status defines the current state of the request and the available actions for the approver.
Approval Status
Description and Actions
Request Approval
Indicates a ticket that requires approval based on routing rules.
Available actions include Approve, Deny, or Pending.
Use the Comment field to add context or communicate with users, technicians, or administrators.
Select the Approve/Deny option to begin the approval process.
Pending
Indicates the request is under review and awaiting a final decision.
May trigger a notification informing stakeholders that the request is pending.
Select the Approve/Deny option to complete the approval decision.