Approve a Ticket
3 min
When a ticket has an approval activity, you can confirm or reject this request using the feature for this purpose. In this way, the ticket workflow should contain a user task (Identification tab > Button "Is it an approval task? = YES"), which is linked to the activity.
⚠ Attention!
For a simplified approval of the ticket, make sure the service request flow has a task of the approval type. This way, the quick approval button will be visible.
Before getting started
It is necessary to previously register the ticket and have permission to approve it.
Procedure
These steps are for functionality in CITSmart Platform 8 as for mobile CITSmart SM.
- Access the functionality of the Ticket through the main menu Processes > Request and Incident Management > Service Request and Incident;
- Click on the ticket you want, then in the icon “Open”;
- Verify the ticket and register the necessary information regard its approval;
- Select one of the options: Approved or Not approved:
- If you choose "Approved", describe the observations if necessary;
- If you choose "Not approved", describe the observations, enter the justification and its complement.
- Click on the options button “Operations”, then on the button “Save and Forward Flow” to save, and advance the flow. Therefore, if the ticket is approved, it will be directed to the execution phase, that is, to its attendance. However, if the ticket is not approved, it will be closed.