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

Guides > Approval Delegation

Approval Delegation

In this lesson we will cover:

- Ad-hoc Approvers

- Enabling Delegation

- Breakdown of Achieving Approval Delegation


Ad-hoc Approvers

Within Halo we can set Approval Users to Delegate their approvals if required. This is done through enabling a few settings in various areas of Halo.

Time durations can also be set for delegation, so that the user only delegates during certain time periods.


If you are wanting to have Ad-hoc approvers on the approval process, you can checkbox the following setting in Approval Processes. First navigate to Configuration > Tickets > Approval Processes > *Click the Approval Processes Button* > *Create a new Approval Process* > *Add a line to the table*:

Fig 1. Allow ad-hoc approvers to be added at this step


This will allow the addition of ad-hoc approvers on the ticket. You can add approvers by doing the following in the Approval Process Section of the Ticket Details:

Fig 2. Approval Process screen


Fig 3. Add an ad-hoc approver screen


In this case, the approval has been delegated, which is indicated by the Blue symbol on the top right (may appear in red) on Yoshi's Profile Picture. The red star represents that Yoshi is a mandatory approver, after approving there will be a green thumbs up that will show as well.


Enabling Delegation

To configure the approval process with delegations, we must do the following. The first setting to turn on is within Configuration > Tickets > Approval Processes:

Fig 4. Allow Users to delegate approvals


With this setting enabled, it will make a new field visible under each user's preferences tab (Navigate to the Customers Area > Users > *Click into a user* > *Click into the Preferences Tab*), which allows for delegation of approvals:

Fig 5. Approval Process delegation options


After enabling the above checkbox for delegating approvals, you will be able to select a time duration for delegation and also who you would like that user to be able to delegate to. If the "delegate to" field is not set, then the user will not be able to delegate. Delegation is automatic during the time frame set, or automatic from when you set the "delegate to" field and leave the "Only delegate during a time period" field off.


If the ticket is manually created in your Halo, you will be able to choose approvers during ticket creation, this will affect delegation if you remove the user with delegation when you are creating the ticket.


If you are using a Change Advice Board (CAB) you can select users with approval delegation turned on. We can add in the Approvals menu button to the self-service portal, which is an area that users can see all of their approvals from.


If you are delegating the approval to a different user, make sure that the following setting is disabled, as if it isn't then the delegated approver will auto approve the ticket:

Fig 6. Auto-approve if approver is the end-user of the Ticket is disabled


Breakdown of Achieving Approval Delegation

  1. Set the User Approval Delegation from Configuration > Tickets > Approval Processes
  2. Set a User to be a delegated approver and select the user to Delegate to
  3. Set up your CAB and/ or Approval Process.
  4. Make sure that the Approval Step with Delegated Approver associated to it, has "Auto-approve if approver is the end-user of the Ticket"
  5. Symbols on Approver User (Red or Blue Pointing Hand shows Delegation, Green Thumbs Up symbolises "User has Approved", Red Thumbs Down "User has Rejected", Red Star "User is a Mandatory Approver")

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