Documentation forWeb Help Desk

Create approver roles

An approver role provides dynamic approver assignments based on the department or location associated with a ticket. A department approver role approves or rejects tickets for a specific department.

You can only use one department approver in a process. If you require multiple department approvers to approve a request, then configure the process with client approvers.

In the following example, the IT Department Approver role is created for the Information Technology department.

  1. Click Setup > Processes > Approver Roles.
  2. Click the Department Approver Roles tab.
  3. Click New.

  4. In the Approval Role Name field, enter a name that describes the role.

    For example: IT Department Approver

  5. Click Save.

    The new role displays in the tab window.

Create approver roles for locations

To add a position that will be responsible for approvals for one or more locations:

  1. Click Setup and select Processes > Approver Roles.
  2. Click the Location Approver Roles tab.
  3. Click New.

  4. In the Approver Role Name field, enter a name that describes the role.

    For example:

    Austin Approver

  5. Click Save.

    Your selected name is added as an approver role name.

Assign clients to location approval roles

  1. Click Setup > Processes > Location Approvers.
  2. In the Location Name column, click a location.

  3. Click Add Role.

  4. Click the Approver Role drop-down menu and select the appropriate role.
  5. In the Approver Name row, enter a client first and last name in the appropriate field and click Search to locate a client.
  6. Click the name of the person you want to assign as a location approver.
  7. Repeat step 4 through step 6 to add additional approvers.
  8. When you are finished assigning approvers, click Save.

Assign clients to department approval roles

  1. Click Setup and select Processes > Department Approvers.

  2. Click the department. For example, Information Technology.

  3. Click Add Role.

  4. Select the Approver Role. For example, IT Department Approver.
  5. In the Client Lookup section, search for and select the name of the person you want to assign as the department approver.

  6. Click Save.