Customize Multi-Level Approval

Request Fulfillment offers Multi- Level Approval process through creation of a multi-level approval state comprising of a multi step process to make sure that every request is worked on only after a proper approval.

This state allows multiple approval managers for a service desk record. You can specify the number of approval levels and the minimum approval number required for the service request to continue the configured workflow.

This section explains in detail about the multi level approval process that can be customized for mainly two types of approvals.

'Parallel Approval' - In parallel approval process, a service request can be sent for approval at the same time to multiple approval managers.
'Sequential Approval' - In sequential approval, the service request is sent for approval in sequential order.

1. To configure multi level approval for a state, in the States Configuration Edit State page - 'Inherited From' drop down, select 'Multi-Level Approval' and click 'Update'.

2. Next, click the icon ‘’ to configure approval details.

For a detailed explanation on each and every field refer to the image and the table displayed below.

Sr. No	Field Name	Description
1	Approval Type	Sequential: service desk record will be sent for approval to the selected approval managers in order Parallel: service desk record will be sent for approval to the selected approval managers at the same time
2	No of Approvals	Specifies the number of approval levels a service record has to pass
3	Over ride at State Transition	Select this box if you want to over write the number of approval levels mentioned in the previous step. This option allows modifying the number of approvals and the approval manager at the time of record state change
4	App Manager 1 Roles	Select ‘Approval Manager’
	Users	Select the user from the list. (Only approval managers will be listed here)
	Caption	It will be displayed for this approval manager while modifying the record state
	Approve Label Reject Label	It will be displayed in the ‘Approval Info’ section while editing the record
	Is Editable	Select this box if you need to edit the approval manager while modifying the record state
5	Minimum Approvals	Specify a numeric value. This suggests that the service desk record needs to be approved number of times specified here to follow the configured workflow. The service desk record will follow the configured workflow only if the record reaches the minimum number of approvals.
6	On Approval	Select one or multiple states. On approval the record is moved to the selected state
7	On Reject	Select one or multiple states. When rejected the record is moved to the selected state
	Automatic State Change	This section allows service desk record to move to the next selected state automatically
8	On Approval	Select this box to display the ‘Move to States’ list of states. Select the state to which the service desk record will automatically move to after it reaches minimum number of approvals
9	On Reject	Select this box to display the ‘Move to States’ list of states. Select the state to which service desk record will automatically move to in case the record is not able to reach minimum number of approvals

Configure Approval Mechanism

Delivery of critical services may need special approval from the authorities. In order to facilitate this process, SapphireIMS Service Desk has pre-defined states called ‘Waiting for Approval’, ‘Approved’ and ‘Rejected’

Configuring of approval mechanism is a two-stage activity.

1. Identify the Users / Authorities who have the right to perform the approval. Upon identification, allocate 'Approval Manager' role to the user.

Go to Project Settings, and click the '' icon of the respective project
In the Settings panel, click 'Users'
Select the role as 'Approval Manager' and click 'Allocate Users'
Select the users to be allocated with this role and click 'Save'

2. If the service desk user has the permission, he can move the service desk records, which require approval into 'Waiting for Approval' state using 'Change State' option in record details page.

Once the record is in 'Waiting for Approval' state, the Administrator or service desk user can select the 'Approval Manager' and then submit it for approval. Approval Managers get notified about the pending records through E-mail. Approval manager can perform the approval by logging into SapphireIMS and changing the record state to 'Approved' state.