HaloITSM

HaloITSM Guides

Documentation to assist with the setup and configuration of the HaloITSM platform

Guides > Approval Process Approvers

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.


Choose from a list of approver Users with a Role

There are various options for this type of approver. This allows you to select a user role and number of approvals needed. When the approval process starts the agent can choose which approvers to use from the users that have this role.  This can also be restricted by users that are at the ticket's site and customer. 


All change approvers with a role

This will allow you to select a user role and a number of approvals needed. The request will need to be approved by the change approver users who have this role. This can also be restricted by the ticket customer and site. 


Approval Overrides

Certain agents can be given the permission to override approvals, this is useful for agents who are not typical/required approvers for requests but have enough authority that they can approve/override requests if they wish (typically directors/admin agents). 


To give an agent this ability head to configuration > teams and agents > agents > select the agent > permissions, enable 'Can Override Approval Results' permission. 


To override an approval, right click on one of the approvers under the 'approval process' area within the ticket. You will then be given several options, shown in figure 1, if selecting 'approve' or 'reject' the approver will no longer be able to submit an approval and the overriding agent will be shown to be the one approving/rejecting. 

Fig 1. Overriding approval options


Agents who have this permission can also clear approval results. When an agent has approved/declined a request this result can be cleared by right clicking on it and selecting 'clear result'. This is only for reporting purposes and does not affect the actual approval process, this is it will not re-start the approval process. This is useful in cases where agent's approvals are used as metrics, if a mistake has been made this can be used to remove the data for more accurate reporting. When an approval is cleared this will be logged in the audit log. 

Fig 2. Clear approval result (for reporting purposes only)

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