Time approvals

Who can do thisApplication Administrator

Rules live under Application ManagementHelpdeskTime approvals. The neighbouring Approvals tab is for tickets. With no rules, no time needs sign-off.

Create a rule

1. Under When time is registered, add any conditions: When registrant is, When customer is, When rate is, When on the account team, When team role is, and Min amount or Max amount (hours times price, compared in the entry's own currency).
2. Under The registrant, choose whether they confirm their own time first.
3. Under Then approval, step by step, add one or more steps with + Add next approver. Each step has an Approver role (Application Administrator, User, or a customer's team role such as Key Account Manager) and a Mode ("One approver", or "Quorum of approvers" with Approvers required).
4. Read the preview under This rule, then save.

• A rule needs an approver step, a confirmation, or both.
• A team role means the person holding that role on this customer's account team. If nobody eligible holds it, the step goes to an Application Administrator. The registrant never counts.
• When several rules match, their steps run one after another in rule order.
• Rules can be moved, enabled, disabled and deleted.
• Nobody can approve their own time.

Edit a rule

1. Click Edit on the rule. Its conditions, amount band, confirmation and every step load into the form.
2. Make your changes. The same checks run as when you created it.
3. Click Save. The whole rule is saved in one go.

• An agent, rate, customer or team role the rule still names but that can no longer be picked is shown as itself, marked inactive.
• Requests already waiting keep the steps they were created with. Only new entries follow the edited rule.
• If the rule was changed or deleted by someone else since you opened it, the save is refused and the screen says which.

How approvers hear about it

The approvers of the current step get a bell notification, and an email if they turned on Helpdesk mail. While a request waits, they get a reminder each working day. See Approve a ticket or a move.