HaloITSM Guides
Documentation to assist with the setup and configuration of the HaloITSM platform
Approval Process Approvers
This guide will explain the details of the many options available when selecting an Approver for an Approval Process.
In order to get to this menu, you will need to head to Configuration > Tickets > Approval Processes > Setup Processes
Here, you can choose an Approval Process to modify, or create a new one.
This Process will have a number of Steps, each of which will have a field named Approve By, which will produce various new fields with which to further specify the aprrovers. It's these choices that will be explained on this guide.
A fixed Agent
This selection will determine a specific Agent that will be required to approve this process in order for it to progress to the next step.
The options here will, of course, be restricted to a list of your Agents.
A fixed CAB
This selection will determine a specific Change Advise Board that will be required to approve this process in order for it to progress to the next step.
The options here will be available from a list of configured CABs in your system.
What is a CAB?
A Change Advise Board can be configured from the Approval Processes screen, under its own section.
They typically contain a list of Agents, Users, and/or Email Addresses, who will be sent the approval request should this CAB be required for an approval.
The CAB can have various combinations of required approvals, including a setting where all members must approve the process. Thresholds can be set to allow only a certain amount of approvals or rejections to mark the process as completed.
Approvers in the list can also be set as a "Mandatory Approver", which will mean the process requires their vote before it can be marked as completed.
There is also the concept of Approver Roles which approvers can be placed in. These act as sub-groups which will have approval requirements of their own. Should a role be specified, then the associated requirements must be met for the approval to go through. For example, should there be a role with 2 mandatory approvers, then two approvers with that role must approve this process before it goes through.
A fixed User
This selection will determine a specific User that will be required to approve this process in order for it to progress to the next step.
The options here will, of course, be restricted to a list of your Users.
A fixed Email Address
The Email Address entered here will be used as the mandatory approver for this process in order for it to progress to the next step.
The defined Change Approver User at the Site
This will set the approver to be a certain User at the End-User of the ticket's Site. The User will be determined by any User at that Site with the option "This User can partake in approvals" checked.
The User
This will simply set the approver to be the End-User of the ticket.
The Users Manager (in AD)
For this option to work, the Azure Active Directory (or just Active Directory) integration must be enabled and configured. This will then look into the AD information and find the person marked as the "Manager" of the End-User of the ticket. That person will be used as the approver.
The Users 2nd level Manager (in AD)
For this option to work, the Azure Active Directory (or just Active Directory) integration must be enabled and configured. This will then look into the AD information and find the person marked as the "2nd level Manager" of the End-User of the ticket (this is usually the manager of their Manager). That person will be used as the approver.
The Head of the Users default Department
Should the End-User be part of a Department, the member of that Department that is marked as the Department Manager will be used as the approver for this step. Department managers (Approvers) can be added in the user roles section of config: Configuration > Users > User Roles.
Asset Business Owner
Should the ticket have an asset associated with it, that asset's Business Owner will be used as the approver for this step. Should multiple assets be related to this ticket, the primary asset will be used. If there are no assets related, then the approval will automatically be approved.
Asset Technical Owner
Should the ticket have an asset associated with it, that asset's Technical Owner will be used as the approver for this step. Should multiple assets be related to this ticket, the primary asset will be used. If there are no assets related, then the approval will automatically be approved.
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