Set up approvals

The change management workflow doesn't force approvals. Any agent or admin has the permission to transition an issue through a review stage. You can, however, enforce approvals, making it mandatory to be reviewed by one or more specific team members.

To require approval for a request, you’ll need to make sure the right fields are available, and add an approval step to the relevant workflow status.

1. Use or create fields for entering approvers

By default, your IT service management (ITSM) service project comes with an Approvers field for adding individual approvers, and an Approver groups field for adding groups of approvers. If desired, you can also create your own custom fields for approvals.

These fields are where you (or your customers) define who can approve the request. You can enter people or groups into the field manually for each request, or:

• Allow customers to choose approvers.

• Define approvers in advance based on the request type.

• Automatically require approval from approvers associated with a service.

• Request approval from Change Advisory Board (CAB) members.

2. Add the approval step to a workflow status

Add an approval to a workflow to choose which workflow the approval will be added to, and which status the approval will be required for.

Example

In the workflow below, the request goes to approvers right after it's created.