Change Requests with Automated Approvals
In c.Support a ticket can be identified and categorized as a change, fix, move, or upgrade request and as such be tied to an appropriate service level agreement that would define any corresponding approval processes. Upon ticket creation c.Support would automate routing, escalation, and approval requirements, thereby guaranteeing no work be performed by a technician until absolutely necessary. Approvals can be set up in either a serial or concurrent approval cycle manner.
While initiating the early stages of a formal change management process that will grow in future releases, this highly-configurable approval feature will be geared towards empowering service desks by allowing the continuation of workflow or escalation models currently being used but providing greater optimization in automation and efficiency. In c.Support you can link approvals to:
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> Change Requests
> Break/Fix Requests
> Move Requests
> Upgrade Requests
> Service Level Agreements
> Workflow Templates
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An alert bar will appear when a ticket is pending approval; if the support representative displaying the ticket is the current approver in the cycle, an action dropdown will be included for specifying a verdict and/or comments.
Use the Approval Cycles screen (under Incident Management in Configuration) to set up a cycle of serial or concurrent approvers, notifications, and incident statuses to apply when during the cycle.
