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My Approvals - My Vote

Reading through past discussions and release notes (and the current help system) - i'm not seeing how to get the My Approvals tab to show up under Tickets (as described in release 12.5: Web Help Desk 12.5 Release Notes ). I'm also not seeing the My Vote options as described in the current help system SolarWinds Web Help Desk Help .

I'm looking to find a way that Techs can approve or deny tickets within the web portal and it would be nice to have a queue of those awaiting approval.

A nice-to-have answer would also be - what is everyone doing for tickets you deny? Right now, if I deny as a tech via the email, the ticket remains in "pending approval" and the user who submitted the ticket isnt' notified that their ticket was denied... Am i missing something big here? Do you have to manually put in a process to send that email?

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typhoon87

The my approvals tab appears automatically when a tech has their first approval ticket, same for non tech clients using the web interface, the tab only shows after they have gotten their first approval ticket.

As for the deny issue I do believe you would need to create an action rule to automatically make that kind of change.

bworth

It sounds like this may be an issue with the way you have the Approval Process set up that is preventing you from seeing this or you don't have a valid ticket created yet that matches your approval process. You need to make sure you have an approver set up depending on the type of approval (Location, department, or CAB).

You have to have a process set up that will tie to a ticket by the request type and it has to match the appropriate approval type setup.

Create the proper approval steps in the Approval Process, it has a minimum of one but it can have multiple.

Once you have that set up you have to have a ticket that is generated that matches the approval process then the user(s) that are assigned as approvers will have the My Approvals tab and the vote option show up. It will only appear if they have a ticket that is in the system that can be approved. It auto hides if there are no tickets for approval.

Under the "Approval Basics" in the Approval Process, you can check the box to have an email to go out on approval or denial. Upon approval or denial the request type auto changes to "Request Approved" or "Request Denied."

If you want more help with trying to get this set up you can DM me or we can set up a phone call.

Brendon

Loop1 Systems

www.loop1.com