Approve/Reject Solution

 

On submitting the solutions for approval, a mail notification is sent to the concerned technician requesting the approval of the solution along with the solution link. The solution can be either approved or rejected. The approval access permission is given in Configuring Roles.   

 

To approve/reject solution,

  1. Click the link to open the solution.

  2. Login to the ServiceDesk Plus application using your username and password. This opens the view solution details page of the solution pending for approval. The status of the solution shows Approval Pending on the right hand side of the page.  

  3. Click Approve Actions combo box -> Approve Solution. This opens the Approve Comments pop up window. Specify any related Comments in the field provided. Click Approve.

  4. If you wish to reject the solution then, select Reject Solution under Approve Actions. This opens Reject Comments pop up window. Specify comments, such as reason to reject the solution in the Comments field. Click Reject.  

To approve/reject bulk solutions,

  1. From the solution list view page, select Unapproved Solutions from the filter showing combo box. Enable the check box adjacent to the solutions which you want to approve/reject.

  2. Click Approve Actions combo box -> Approve Solution. This opens the Approve Comments pop up window. Specify any related Comments in the field provided. Click Approve.

  3. If you wish to reject the solution then, select Reject Solution under Approve Actions. This opens Reject Comments pop up window. Specify comments, such as reason to reject the solution in the Comments field. Click Reject.  

The approved solutions can be viewed by the requesters in the self-service portal. The rejected solutions can be edited and sent for approval to the concerned technician. Thus the solution is not completely deleted from the list.  

ServiceDeskPlus - Help Desk and Asset Management Software

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