Approvals are a system used to give a Coordinator a chance to review any Request that originates from the CustomerCenter before the Request will be submitted to the Requests grid. This review can allow the Coordinator to Approve or Deny the Request as needed. Approved Requests will submit to the Requests grid and then the Service Rep can then process the Request according to an organizations business rules. Denied Requests will not be submitted to the Requests grid. The User that initiated a Request that required an Approval, will have to submit a new Request as the Denied Request will no longer be available.
The Approvals menu link in the CustomerCenter will only appear to a Coordinator that has GLAs assigned to the Contact record in the GLA Approval tab.
Service Requests Needing Approval
To begin to review all pending Approvals click on the 'Approvals' link in the CustomerCenter navigation menu. Requests can be Approved or Denied from either the 'Service Requests Needing Approval' page or from the 'Request Details' page. The Service Requests Needing Approval page will contain a summary all of the Requests that are awaiting Approval.
To Approve or Deny a specific Request from this page a User click either the Approve or Deny links
Request Details
The Request Details can be accessed by clicking on any 'Number' in the Service Requests Needing Approval page.
Approving a Request
To Approve a Request follow these steps:
- Click the 'Approve Request'
button. - The Approve Request form will open.
- Fill in a Reason in the Remarks field.
- Click the 'Submit'
button. - A confirmation that the Request was Approved will appear on the page.
- A Notification can be sent when the Approval is Approved.
Denying a Request
To Deny a Request follow these steps:
- Click the 'Deny Request'
button. - The Deny Request form will open.
- Fill in a Reason in the Remarks field.
- Click the 'Submit'
button. - A confirmation that the Request was Denied will appear on the page.
- A Notification can be sent when the Approval is Denied.
Managing Approvals
Approvals are managed solely through the GLA Approval tab for a given Worker/Contact record. In order to set the Coordinator as an Approver for any given GLA simply add the GLA that should be "Approved" by the Coordinator on the 'GLA Approval' tab. Once that is done anytime a Request is initiated through the CustomerCenter using a GLA that is on the GLA Approval tab for any Worker/Contact record, the Approval process will automatically be triggered.