SupportCenter Plus

    Approve/Reject Solution

    Once the solution is submitted for approval to the concern support rep, a mail notification is sent to the support rep requesting the approval of the solution along with the solution link.

     

    On clicking the solution link and logging into the application with proper credentials, the support rep can either approve or reject the solution. Refer Configuring Roles for solutions approval permission.   

    1. Click on the solution link to approve the solution.  

    2. Login to the SupportCenter Plus application using your user name and password.  

    3. The view solution details page of the solution pending for approval opens. The status of the solution shows as Approval Pending.

    4. Select Approval Actions drop down -> Approve Solution option.

      1. The Approve Comments pops up.

      2. Specify any related Comments in the field provided.

      3. Click Approve.

    5. If you wish to reject the solution, select Reject Solution under Approve Actions.

      1. The Reject Comments pops up.

      2. Specify comments, such as reason to reject the solution in the Comments field.

      3. Click Reject.  

     

    You can also approve/reject bulk solutions from the list view page. To approve/reject bulk solutions,

    1. Click on the Solutions tab in the header pane to open the solutions list view page.

    2. Select Approval Pending Solutions from the filters. All the solutions with the status as approval pending is listed,

    3. Enable the check box beside the solutions which you want to approve/reject.

    4. Select Approval Actions drop down -> Approve Solutions.

      1. The Approve Comments pops up.

      2. Specify any related Comments in the field provided.

      3. Click Approve.

    5. If you wish to reject the solution, select Reject Solutions under Approve Actions.

      1. The Reject Comments pops up.

      2. Specify comments, such as reason to reject the solution in the Comments field.

      3. Click Reject.  

    The approved solutions can be viewed by the users in the customer portal. The rejected solutions can be edited and sent for approval to the concerned support rep. Thus the solution is not completely deleted from the list.  

     

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