<style>p { margin: 0; }span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left:0; padding-left:5px;}blockquote blockquote{ border-color: #00bcd4; color: #00bcd4;}blockquote blockquote blockquote{ border-color: #43a047; color: #43a047;} table.grid{ border-collapse: collapse;} table.grid td, table.grid th { border: 1px solid #ddd;} .fr-fic.fr-dib{ display: block; margin: 5px auto;}.fr-fic.fr-dib.fr-fir{ text-align: right; margin: 5px 0 5px auto;}.fr-fic.fr-dib.fr-fil{ text-align: left; margin: 5px auto 5px 0;}.fr-fic.fr-dii{ float: none; margin: 5px auto;}.fr-fic.fr-dii.fr-fil{ float: left; margin: 5px auto;}.fr-fic.fr-dii.fr-fir{ float: right; margin: 5px auto;}img.fr-dib.fr-fir { margin-right: 0; text-align: right;}img.fr-dib.fr-fil { margin-left: 0; text-align: left;}img.fr-dib { margin: 5px auto; display: block; float: none;}img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC;}img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc;}img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;}</style><style>
p {
margin: 0;
}
span.fr-emoticon.fr-emoticon-img {
background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle;
}
span.fr-emoticon {
font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0;
}
blockquote {
border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px;
}
blockquote blockquote {
border-color: #00bcd4; color: #00bcd4;
}
blockquote blockquote blockquote {
border-color: #43a047; color: #43a047;
}
table.grid {
border-collapse: collapse;
}
table.grid td,
table.grid th {
border: 1px solid #ddd;
}
.fr-fic.fr-dib {
display: block; margin: 5px auto;
}
.fr-fic.fr-dib.fr-fir {
text-align: right; margin: 5px 0 5px auto;
}
.fr-fic.fr-dib.fr-fil {
text-align: left; margin: 5px auto 5px 0;
}
.fr-fic.fr-dii {
float: none; margin: 5px auto;
}
.fr-fic.fr-dii.fr-fil {
float: left; margin: 5px auto;
}
.fr-fic.fr-dii.fr-fir {
float: right; margin: 5px auto;
}
img.fr-dib.fr-fir {
margin-right: 0; text-align: right;
}
img.fr-dib.fr-fil {
margin-left: 0; text-align: left;
}
img.fr-dib {
margin: 5px auto; display: block; float: none;
}
img.fr-bordered {
box-sizing: content-box; border: solid 5px #CCC;
}
img.fr-shadow {
box-shadow: 10px 10px 5px 0px #cccccc;
}
img.fr-rounded {
border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;
}
</style><p><strong><span style="font-size: 11pt;">In this guide we will cover:</span></strong></p><p><span style="font-size: 11pt;"><strong>- Head of the Users default Department</strong></span></p><p><span style="font-size: 11pt;"><strong>- </strong></span><strong><span style="font-size: 11pt;">Create an Approval Process for The Users Manager to Approve</span></strong></p><p><br></p><p><br></p><p><strong><span style="font-size: 14pt;">Head of the Users default Department</span></strong></p><p>Should the End-User be part of a Department, the member of that Department that is marked as the Head of Department will be used as the approver for this step. Department managers (Approvers) can be added in the user roles section of config: Configuration > Users > User Roles.</p><p><br></p><p>Set the user role for the department manager then add the user role for the users. Next setup processes for the approval. Finally attach the approval process to the ticket type under the defaults tab of the ticket, now when a ticket is logged of this type, it will require manager approval. </p><p><br></p><p><strong><span style="font-size: 14pt;">Create an Approval Process for The Users Manager to Approve</span></strong></p><p>To do this, set up roles that you can assign to users based on the departments made at the organisation level (Configuration > Organisation): </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjgzNGRkZmVmLTZmMjQtNDdlNi1hN2NmLTRlODgwMTg2NmZiZiJ9.Nu_P9j9VSEJxv8d1TwQ0H5NVNySQR6oAARaa9Au9SjU" class="fr-fic fr-fil fr-dib" width="559" height="293"></p><p><strong><span style="font-size: 10pt;">Fig 1. List of User Roles</span></strong></p><p><br></p><p>Creating a Role for Users in i.e. the HR Department</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImNjZDY5MTU1LTg2M2YtNDY3YS04Nzk2LWE3ZDQxOWI5ZTc5NyJ9.XpdRjS3PYVkLT5pGppFnAwZbnQLwz9WJdY11ybMGBmA" class="fr-fic fr-fil fr-dib" width="980" style="width: 982px; height: 246.367px;" height="246"></p><p><strong><span style="font-size: 10pt;">Fig 2. Setting a Basic Member</span></strong></p><p><br></p><p>Creating a Role for the HR Department Manager:</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjhiYjNjNzBlLWM4MDAtNDJkYy04YTllLWJkNmY3NzgzMDhjNyJ9.chssh2UFz9rJINjWPWbKvy2RnUba66pJ__eJ6JwTz7M" class="fr-fic fr-fil fr-dib" width="978" style="width: 980px; height: 225.527px;" height="226"></p><p><strong><span style="font-size: 10pt;">Fig 3. Creating the Department Manager Role</span></strong></p><p><br></p><p>Then create the approval process in Configuration > Tickets > Approval Processes > Set up Processes.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImVhYTE1MzkyLWMxMDUtNDU4MS05ZDliLWQyYjZmMzQ0NjVmYyJ9.O_H_-DkI5GYC9tfDPKceoqc1GxohxnIGFJs8Hm0ZSvY" class="fr-fic fr-fil fr-dib" width="973" style="width: 975px; height: 75.3255px;" height="75"></p><p><strong><span style="font-size: 10pt;">Fig 4. Setting up the approval process</span></strong></p><p><br></p><p>It is important to keep the auto approvals off.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImFjNzlmZDk1LTg1YWYtNDk1Yi1hYWQwLTRjYmU2OGNhYzc3MiJ9.hauT6P2IoGOp1mPS4Xxn2yUgc4CJ19llLOrgCjrFBRE" class="fr-fic fr-fil fr-dib" width="566" height="951"></p><p><strong><span style="font-size: 10pt;">Fig 5. Approval Process Settings</span></strong></p><p><br></p><p>Create a ticket type and add the approval process and the below workflow on the details tab of the ticket type, obviously you can configure both of these to your specifications.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjNjMDRjODY1LTkzZWEtNDk1ZS1hMDQ1LTBkZTRiOTM1N2Q0OSJ9.nFSUeLk-1wB1zawyYyLB5O5vmWZy-5Ko-Jk4TpUKaQs" class="fr-fic fr-fil fr-dib" width="706" style="width: 706px; height: 286.262px;" height="286.262"></p><p><strong><span style="font-size: 10pt;">Fig 6. Configuring the Ticket Type</span></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijg1NzYxZTYzLTQwYmMtNGVhNC05NDQ1LTI4MjI4YTQ0NDUyMSJ9.-4b7yNceK9DfLmt0_jlJ85gCvQLTXfG116ug-g-O3N8" class="fr-fic fr-fil fr-dib" width="643" height="684"></p><p><strong><span style="font-size: 10pt;">Fig 7. Configuring the Workflow to include an Approval Process</span></strong></p><p><br></p><p>Now when a ticket of this type is logged by a user with a department manager, the manager must approve it before any agent can work on it (because there are no actions allowed before the approval process step in the workflow). Impersonating the department manager user, we see they have approval options for the ticket (the ticket is found in the "My Tickets" module on the end user portal):</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQ0YTVmOWY1LWFmZGQtNDQzYS1hN2IwLTgxMWM5ZjkyZGZiYSJ9.kezNU7unQvGCUIjQPn8YP_avHy9L1nnjRCbYBAliRP8" class="fr-fic fr-fil fr-dib" width="868" style="width: 868px; height: 384.696px;" height="384.696"></p><p><strong><span style="font-size: 10pt;">Fig 8. Accept/Reject Options visible for the Department Manager on the Self Service Portal</span></strong></p><p><br></p><p>Now the approval has been granted by the department manager, the agent has actions on the ticket, meaning work cannot be carried out by the agent until the approval is set to accepted and the workflow moves step:</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjhlMTM3YmJhLTk2NDgtNDBjNS04NGQ1LWVkNGE4ZjEzZjQ3MSJ9.IA4O1l0noYIN4fef_-bIXRnnQB_VlJHO9_ZDHPNXKRo" class="fr-fic fr-fil fr-dib" width="967" style="width: 969px; height: 589.467px;" height="589"></p><p><strong><span style="font-size: 10pt;">Fig 9. Ticket Granted Approval by the Department Manager</span></strong></p>
