The desk provides an extremely powerful capability of Approval workflows.

Since this feature is configurable, exact functionality may vary on how it has been setup in your instance of the desk. This section provides a generic overview.

Once an Approval workflow has been setup by an administrator, it is available for all staff users. An Approval can be triggered in of the two ways.

From a Ticket

If there is no previous workflow initiated on a ticket, available workflows can be selected from a dropdown list next to the Service items selection.

This is an extremely useful feature allowing you to initiate a workflow at any active stage of a ticket. For example, a request for additional hardware or a specific software might need an approval from someone inside the organisation.

Auto Initiated on a Service Item

A default Workflow can be applied during creation of a service item. This means, any ticket created using that service item will auto initiate a workflow. This is a great set-it-forget-it feature.

A useful example is you could create a New Joinee service item, which automatically initiates a workflow for other team members to perform tasks who are not staff members within the desk!