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</style><p><strong>In this guide we will cover:</strong></p><p><strong>- Ad-hoc Approvers</strong></p><p><strong>- Enabling User Delegation</strong></p><p id="isPasted"><strong><span style="font-size: 11pt;">- Breakdown of Achieving Approval Delegation</span></strong></p><p><span style="font-size: 11pt;"><strong>- </strong></span><strong>Activate Approval Delegation Automatically when a User is Out of Office</strong></p><p><strong><span style="font-size: 11pt;">- Enabling Agent Delegation</span></strong></p><p><br></p><p><br></p><p><strong><span style="font-size: 14pt;">Ad-hoc Approvers<br></span></strong></p><p>Within Halo we can set Approval Users to Delegate their approvals if required. This is done through enabling a few settings in various areas of Halo.</p><p>Time durations can also be set for delegation, so that the user only delegates during certain time periods.</p><p><br></p><p>If you are wanting to have Ad-hoc approvers on the approval process, you can enable the setting highlighted in figure 1. First navigate to Configuration > Tickets > Approval Processes > *Click the Approval Processes Button* > *Create a new Approval Process* > *Add a line to the table*:</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQzOWQyNTJiLWNiYWMtNDBmMy04YjBhLWUwZGI3ODYxZmRkMCJ9.ykOVPAAmNVd75H9CjepblJGRe6kQw6PUE-l3fpTtQBQ" class="fr-fic fr-fil fr-dib" width="604" height="840"></p><p><strong><span style="font-size: 10pt;">Fig 1. Allow ad-hoc Approvers to be Added at this Step</span></strong></p><p><br></p><p>This will allow the addition of ad-hoc approvers on the ticket. You can add approvers by doing the following in the Approval Process Section of the Ticket Details:</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjFlMWI2NTIwLTYwOWYtNGI0Zi04MWRkLTI1MDFkNGMyMWQ4NSJ9.SQpPPPoWzzFrDYLw5V_-3hkhIjghMoLySQyA5DLnQDE" class="fr-fic fr-fil fr-dib" width="218" height="285"></p><p><strong><span style="font-size: 10pt;">Fig 2. Approval Process screen</span></strong></p><p><br><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjdiMDVmYTZmLTY4NGUtNGYwNS1iYmNiLTVhNjc1ZDRkMjEzOSJ9.QDlVuK1_ZoKrxV-O9vPsBgqoA89r2b1hUtQyl35GPKE" class="fr-fic fr-fil fr-dib" width="687" height="384"></p><p><strong><span style="font-size: 10pt;">Fig 3. Add an ad-hoc Approver Screen</span></strong></p><p><br></p><p>In this case, the approval has been delegated, which is indicated by the blue symbol on the top right (may appear in red) on Yoshi's Profile Picture. The red star represents that Yoshi is a mandatory approver, after approving there will be a green thumbs up that will show as well.</p><p><br></p><p><strong><span style="font-size: 14pt;">Enabling Delegation</span></strong></p><p>To configure the approval process with delegations, we must do the following. The first setting to turn on is within Configuration > Tickets > Approval Processes:</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjYzOGFmMjU5LTkwNzUtNDg2Ni1iNDM0LTE0M2UwY2UyNGJiMiJ9.tD6ReJ6YFqpr8REaghlrrgHcOaNaHuu1z1o4qXMIj_s" class="fr-fic fr-fil fr-dib" width="279" height="45"></p><p><strong><span style="font-size: 10pt;">Fig 4. Allow Users to Delegate Approvals</span></strong></p><p><br></p><p>With this setting enabled, it will make a new field visible under each user's preferences tab (Navigate to the Customers Area > Users > *Click into a user* > *Click into the Preferences Tab*), which allows for delegation of approvals:</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQwOTRkNWE2LWFjNDItNGFhYi04YTNjLWEwMDhlZGEyZjhiNiJ9.QMhy00SoUGFRuNNis5DS-9bBbCQ29YN2ZKU1mMuFUqQ" class="fr-fic fr-fil fr-dib" width="367" style="width: 369px; height: 289.858px;" height="290"></p><p><strong><span style="font-size: 10pt;">Fig 5. Approval Process Delegation Options</span></strong></p><p><br></p><p>After enabling the above checkbox for delegating approvals, you will be able to select a time duration for delegation and also who you would like that user to be able to delegate to. If the "delegate to" field is not set, then the user will not be able to delegate. Delegation is automatic during the time frame set, or automatic from when you set the "delegate to" field and leave the "Only delegate during a time period" field off.</p><p><br></p><p>The option to prevent the original approver being CC'ed when approval is delegated is available by using the "Do not CC original approver during delegation" checkbox.</p><p><br></p><p>If the ticket is manually created in your Halo, you will be able to choose approvers during ticket creation, this will affect delegation if you remove the user with delegation when you are creating the ticket.</p><p><br></p><p>If you are using a Change Advice Board (CAB) you can select users with approval delegation turned on. We can add in the Approvals menu button to the self-service portal, which is an area that users can see all of their approvals from.</p><p><br></p><p>If you are delegating the approval to a different user, make sure that the following setting is disabled, as if it isn't then the delegated approver will auto approve the ticket:</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjcxMWVmMmFkLWQwYzYtNDgyMi04ODcwLWJjNjJkZGIyODIxMiJ9.M5NWEx_6FEqbztfocitUFI2NO73WyZuvWb9SyAJyHf0" class="fr-fic fr-fil fr-dib" width="601" height="832"></p><p><strong><span style="font-size: 10pt;">Fig 6. Auto-approve if Approver is the End-User of the Ticket is Disabled</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Breakdown of Achieving Approval Delegation</span></strong></p><ol><li>Set the User Approval Delegation from Configuration > Tickets > Approval Processes</li><li>Set a User to be a delegated approver and select the user to Delegate to</li><li>Set up your CAB and/ or Approval Process.</li><li>Make sure that the Approval Step with Delegated Approver associated to it, has "Auto-approve if approver is the end-user of the Ticket"</li><li>Symbols on Approver User (Red or Blue Pointing Hand shows Delegation, Green Thumbs Up symbolises "User has Approved", Red Thumbs Down "User has Rejected", Red Star "User is a Mandatory Approver")</li></ol><p><br></p><p><strong><span style="font-size: 14pt;">Activate Approval Delegation Automatically when a User is Out of Office</span></strong></p><p>Approval delegation can be activated for the users automatically when they are marked as out of office. Useful when approval delegations are always used when a user is out of office. For information on how to mark as user as out of office checkout <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/2637/" data-pasted="true" target="_blank" rel="noopener noreferrer">User Out of Office Detection</a>. </p><p><br></p><p data-pasted="true">To have approval delegation activated automatically when a user is OOO head to Clients/Customer > Users > select a user > Preferences Tab > Approval Processes section, here you will see the setting "Approval delegation when out of office". <br><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImE1NzMzZDFiLTdiYzYtNGE2MS05OTI2LTkzMWZkZGZkNjg2ZiJ9.kPOFLQYrMDNQ7ptLDMuz52T5Q-csm9BFSF8BYTDggrs" class="fr-fic fr-fil fr-dib" width="1205" style="width: 1207px; height: 423.317px;" height="423"></p><p><strong><span style="font-size: 10pt;">Fig 7. Approval Delegation when OOO</span></strong></p><p><br></p><p data-pasted="true">Using the figure 7 example, all approvals required from Ronald Smith will be re-directed to Billie Smith, but only for the period of time that Ronald is out of office. </p><p><br></p><p><strong><span style="font-size: 14pt;">Enabling Agent Delegation</span></strong></p><p>Agents can manually delegate to other agents within the ticket. To enable this feature, enable the below checkbox in Configuration > Tickets > Approval Processes.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQ0Njc0YTYyLTk4ZTUtNGYzNy1iYmRiLTRjNTI2NTU3ZjIwZSJ9.s_798ddRTBcNEnRB-BSTH-a_aMIiyIds9_asvE0ns1A" class="fr-fic fr-fil fr-dib" width="420" height="26"></p><p><strong><span style="font-size: 10pt;">Fig 8. Enabling Manual Delegation</span></strong></p><p><br></p><p>A button labelled "Delegate Approval" will then appear alongside "Accept"/"Reject".</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImZlZDAyOGZiLTgxZTUtNDVjMS1iY2QxLTQxOWQ3ZTA3YmU4NyJ9.bxJOZNzCfOSQWwr_eflw5O1n9XGN9Llpu38I-YVtLcc" class="fr-fic fr-fil fr-dib" width="379" height="41"></p><p><strong><span style="font-size: 10pt;">Fig 9. Approval buttons</span></strong></p><p><br></p><p>Clicking this will allow the agent to select another agent to delegate to.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjIzNjU3NTk5LTdjYjUtNDhhMS1hMTAxLWRlMDI0OTUzZTQ2MCJ9.L0xtPLMZjSUNrW4JYAJnN3KSgh22HUGUpP3s6S04z78" class="fr-fic fr-fil fr-dib" width="963" height="256"></p><p><strong><span style="font-size: 10pt;">Fig 10. Delegating Approval</span></strong></p><p><br></p><p>Once saved, the delegated agent will then see the same three buttons, and can approve or reject as normal.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImEzMjQxNmU1LWIxYTQtNDk3ZS1hMTMxLTc0YWFmM2U0NjJmYiJ9.03L0nIo9KcHrS_LUDlsX74WAJig9FEbNuAXFYpfhYqw" class="fr-fic fr-fil fr-dib" width="949" height="647"></p><p><strong><span style="font-size: 10pt;">Fig 11. Approval from Delegated Approver</span></strong></p><p><br></p>
