Approve a ticket or a move

Helpdesk has two kinds of ticket approval. Time entries can need approval too; that is covered in Register time and Time approvals.

Approve ticket: a simple sign-off

1. Click Approve ticket in the footer or page header.
2. The ticket gets the APPROVED tag and the list shows Yes under Approved. The button disappears.

You cannot approve a ticket you created ("You can't approve a ticket you created"), unless you are an administrator.

An approval request on a move

When a move requires approval, the step button reads Send for approval. Clicking it opens an Approval panel on the ticket. In the pop-up the panel shows only while the request is waiting; a settled approval stays on the full page.

• The panel shows each step with Approver: and the role (Application Administrator or User), how many approvals are needed and the decisions so far.
• If you hold the approver role, you see Approve and Reject. Reject asks "Why is this rejected?"; confirm with Confirm rejection, or press Enter.
• The request reads Awaiting approval, Approved, Rejected or Cancelled.
• Once approved, the same step button moves the ticket.

How approvers are told

When a time entry or a ticket move waits for approval, everyone who can decide the current step gets a bell notification at once. They also get an email if they switched Helpdesk mail on in their Juvaro profile.

• Who is told follows the decide rule: people holding the step's role (Application Administrator or User, or the customer's account team role for time) who can also make changes. Never the person who asked, never someone who already voted, and never the ticket's creator or the time's registrant unless they are an Application Administrator.
• When a step is approved, the next step's approvers are told.
• A decision, a withdrawal or a cancel sends nothing new. The earlier notifications read "Resolved" and leave the unread count. Closing, binning or approving the ticket by hand settles them too.
• A notification or email opens the ticket at the time entry's row or at the approval panel.

Reminders

A request still waiting after one working day (Monday to Friday) brings a reminder. It never arrives at weekends, before 06:00 UTC, or for a closed, binned or approved ticket.

• Each waiting request gets its own bell item, titled with the ticket number and subject and tagged "Approval reminder". Clicking it opens the ticket at the right place.
• A request still waiting the next working day brings its reminder back to the top as unread, instead of adding a second one.
• Approvers who follow Helpdesk mail get one summary mail a day listing each waiting request, longest waiting first, each with its own link.
• Open reminders take at most ten of the thirty places in the bell while other notifications are there.