Approve or decline a request

When requests are submitted, there are three possible ways for Admin users to respond to them:

  • Approve with optional notes.
  • Decline with optional notes.
  • Hold pending more information, parts, or funding.

To approve the request:

  1. Access the desired request by doing one of the following:
    • On the bottom of the email notification, click the link.
    • When logged in to Help Desk, select Requests > Open Requests.
  2. Do one of the following:
    If you want to..Then..
    Quick-approve a request

    Click Approve - Assign icon. The Approve/Assign pop-up appears.

    Approve through the request details page
    1. Click the Request ID. The request details page appears.
    2. Change the Status drop-down to Approve or Assign. The Approve/Assign pop-up appears.

      Note: Based on request type, your permissions, and the approval path, you will see Approve, Assign, or both in the Status drop-down.

  1. Do any of the following:

    Approve/Assign request pop-up

    Note: Based on request type, your permissions, and the approval path, the fields on the Approve/Assign Request pop-up will vary.

    • Use the Select Users multi-select drop-down to assign the request to one or more people.
    • Set the Priority (Low, Medium, High, Urgent).
    • Update the Completion Date.
    • Select the Purpose.
    • Select the Problem Type.
    • Add any desired notes.
  1. Click Approve/Assign.

To decline the request:

  1. When logged in to Help Desk, select Requests > Open Requests.
  2. Click the Request ID. The request details page appears.
  3. To send a note with the declined email, in the Notes field, enter a reason.
  4. Change the Status drop-down to Decline.

To approve or decline a request via email:

Notes:

  • This option only appears if the Include buttons in Emails option is set to Yes in General Settings.
  • The last approver can not approve or decline via email.
  1. Open the email.
    Note: This email will be from info@masterlibrary.com, and the subject will include the Help Desk request type.
  1. Click Approve or Decline.

To put the request on hold:

  1. When logged in to Help Desk, select Requests > Open Requests.
  2. Click the Request ID.
  3. Change the Status drop-down to On Hold.
  4. In the pop-up, select a reason for the hold.

    On Hold pop-up

    The Off Hold Date pop-up appears.

    Off Hold Date pop-up

  5. Do any of the following:
    • To schedule a day to take the request off hold:
      1. Click the field, and select a date.
      2. Click Schedule.
    • To Put on hold indefinitely, click the button.

To remove a hold, change the request's status.