A great feature of HaloITSM is that approvers do not need an agent license! They can approve via the end-user portal, or their email inbox. In HaloITSM, approval processes can be dynamically generated and populated at any given stage of your bespoke workflows. Approvers can be sent to CABs (change advise boards), agents, users, and external emails as well. 

To configure your approval processes head to Configuration> Tickets > Approval Processes.

Approval processes can be created in one or multiple steps allowing for as many approvers to be involved in the workflow. We have a few approval processes set up for you. To edit these, click into the approval process and click edit in the top left. For example, this Service Request Approval Process.

The sequence is the order of the approval steps (this example starts with just the one step, approved by the agent account that started the HaloITSM trial). You can use the pencil to edit the step or add a second step by clicking Add+. You have many options when configuring an approver but the key ones are the 'Approve By' and 'Auto approval'.

Finally, the approvals can be triggered mainly by combining them with a workflow. For example, with the Service Request Workflow, the first step of the workflow is an approval process outcome going to the next stages:

The approval being used can either be selected at ticket type or action level. For further information on approvals rules, Change Advice Boards (CABs) and advanced approval configuration, please check out this guide or contact the team.