<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>In this guide we will cover:</strong></p><p><strong>- Creating a CAB</strong></p><p><strong>- Importing CAB Members via Entra</strong></p><p><strong>- Microsoft Teams Notifications</strong></p><p><strong>- CAB Roles</strong></p><p><strong>- Adding a CAB to an Approval Process</strong></p><p><strong>- Choose which CAB Members are needed for Approval each Time </strong></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;" data-pasted="true"><strong>- Prevent Users and Agents approving their own Requests when part of a CAB</strong></p><p><br></p><p><br></p><p><br></p><p><strong>Admin Guides:</strong></p><ul><li><a href="https://usehalo.com/haloitsm/guides/1812" target="_blank" rel="noopener noreferrer"><strong>Approval Processes</strong></a></li></ul><p><br></p><p><strong>Related Guides: </strong></p><ul><li><a href="https://usehalo.com/haloitsm/guides/1876" target="_blank" rel="noopener noreferrer"><strong>Approval Process Approvers</strong></a></li><li><a href="https://usehalo.com/haloitsm/guides/2396" target="_blank" rel="noopener noreferrer"><strong>Approval Processes Overview</strong></a></li><li><a href="https://usehalo.com/haloitsm/guides/2327" target="_blank" rel="noopener noreferrer"><strong>Internal Quote Approvals</strong></a></li></ul><p><br></p><p>A Change Advise Board is a set group of users that can be used for approval processes, often utilised in change management procedures but can be used wherever an approval group is needed. They can be configured in different ways so that either all of the members or only some need to approve, as well as being able to add ad-hoc members to them.</p><p><br></p><p><strong><span style="font-size: 14pt;">Creating a CAB</span></strong></p><p>In Configuration > Tickets > Approval Processes, click the "Change Advise Boards" button at the top of the page. Here you can view a list of existing CABs, or click "New" in the top right corner to create a new one.</p><p><br></p><p>From v2.232.1+, you can use Access Control on CABs, allowing specified Agents or Roles to add members to and edit the CAB. This allows you to give Agents or Roles access to specific CABs without allowing them to view CABs that are not relevant to them. </p><p><br></p><p>Upon creating a new CAB, you will see the following configuration screen. First, enter a name for your CAB at the top. </p><p><br></p><p>The next setting down is a checkbox - "All members must approve". If enabled, each member that is added to the CAB must approve before the approval process the CAB is used on can move on to the next stage or finish approval.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjMzNzBjOTE5LWU2NjAtNDAxOC04NTkyLTZlNjZkMjY2Y2Y1OSJ9.5dka4f-t3LEv-Pqf1qwrJI7WxHLJDJVF8l1xFcqdV2g" class="fr-fic fr-fil fr-dib" width="907" style="width: 909px; height: 521.131px;" height="521"></p><p><strong><span style="font-size: 10pt;">Fig 1. New CAB configuration screen</span></strong></p><p><br></p><p>If disabled, two fields will appear to configure how many approvals are needed, or how many rejections can be given before the approval process is rejected. For example here, one approval is needed to continue, but if one person rejects, the CAB is considered to reject the change.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijc4NDVlMzUxLWJjYmItNGJiYi1hZGJlLTgwM2YyMjRiMDZlOCJ9.dcDDpZqDRoHlld26p3UajbTQXkqAqPGkQqeqv1SVv_8" class="fr-fic fr-fil fr-dib" width="302" height="298"></p><p><strong><span style="font-size: 10pt;">Fig 2. Approval threshold configuration</span></strong></p><p><br></p><p>Next, let's add the members to the CAB. Click the "Add" button on the "Members" table.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjJhYWIzYTkyLTE0Y2UtNGRlYy04NzBlLWU2OWYzMWRlZWI1YiJ9.rFSSa1XNf5wwVj7OJnhi_BCWtR9X_ouZSm2HRLDynyA" class="fr-fic fr-fil fr-dib" width="906" style="width: 908px; height: 127.074px;" height="127"></p><p><strong><span style="font-size: 10pt;">Fig 3. Adding members to the CAB</span></strong></p><p><br></p><p>A popup will then show where you can add either an agent, user or an email address as a CAB member. In this example, we are going to add some users. If you have created a CAB role, you can also assign it to the member here. We will cover CAB roles further into this guide.</p><p><br></p><p>At the bottom, you can set if this member is a mandatory approver. If so, they will have to approve before the approval process can continue, regardless of the approval thresholds previously set.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImU4N2JlZWY3LWY2N2YtNGYwMy1hZmM0LTU3YTgyNjMwYTNiZSJ9.Wi4JY2sym1YXBp_vsY_gPw1ftIX4fvc_AIK0578zCUQ" class="fr-fic fr-fil fr-dib" width="827" style="width: 829px; height: 556.327px;" height="556"></p><p><strong><span style="font-size: 10pt;">Fig 4. Adding members to the CAB</span></strong></p><p><br></p><p>Upon saving, the member will be added to the table. You can repeat the process for each member you would like to add to the CAB. In this example, there are three users in the CAB, one of which is a mandatory approver.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImIzMjBjNGU3LTFiNTEtNGUxMC1hOGUyLTU2ZjMwMTZiODllOSJ9.8etE7VjVVuHwDeLAGTasGhOzbRF-7T9vGBMfmbZYbJ8" class="fr-fic fr-fil fr-dib" width="912" style="width: 914px; height: 197.401px;" height="197"></p><p><strong><span style="font-size: 10pt;">Fig 5. Users added to a CAB</span></strong></p><p><br></p><p>Click "Save" at the bottom, and you have made a CAB.</p><p><br></p><p><strong><span style="font-size: 12pt;">Create CABs from Teams<br></span></strong>You can enable the ability to have CABs automatically create based on your teams. Each time a new team of agents is created, a CAB will be created in which the agents in this team are the members. The members of the CAB will change dynamically in line with the agents in the team, each time agents are added/removed from the team, they will be added/removed from the CAB. Useful when approval is required from a particular team. </p><p><br></p><p>This functionality is enabled under Configuration > Tickets > Approval Processes > 'Automatically create Change Advise Boards from Teams'. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjM5MjgwYWQyLTNjMWItNGE5YS04YzIyLTllZTllYTBiM2QyYiJ9.1ORPjqdCQgDy1o8JCHFdiBpKZNIXSJ0WN866fqdWbcA" class="fr-fic fr-fil fr-dib" width="944" style="width: 946px; height: 773.835px;" height="774"></p><p><strong><span style="font-size: 10pt;">Fig 6. Automatically create Change Advise Boards from Teams</span></strong></p><p><br></p><p>When enabled, each time a team is created a CAB will be created linked to the team, as shown in figure 7. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjEyZmIxNzhjLWFmNzYtNDJmYS05Y2UyLTkzNGE0OTU5MjIzOCJ9.vpLoCLUXoL2kRkqtNUs8m_3osVBlj8s7slttJAEAFUc" class="fr-fic fr-fil fr-dib" width="1020" style="width: 1022px; height: 621.973px;" height="622"></p><p><strong><span style="font-size: 10pt;">Fig 7. CAB created from team</span></strong></p><p><br></p><p><strong><em>Note: As the CAB members are dynamic and based a team you will not be able to configure Roles for the CAB. </em></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Importing CAB Members via Entra</span></strong></p><p>CAB members can be imported via Azure. In Configuration > Integrations > Microsoft Entra, head to the "Advanced" tab and scroll down. Here you can use group mappings to add users to a CAB during import.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjEyMTI4MTRlLTdlNzgtNDEyZC1hYmMwLWEzNTIxOGQ0MjA2YyJ9.X5PZk34QIJ-zLT33WTlyszvwxNc7TRqfP7V_HxRwNss" class="fr-fic fr-fil fr-dib" width="901" style="width: 903px; height: 215.622px;" height="216"></p><p><strong><span style="font-size: 10pt;">Fig 8. CAB mappings</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Teams Notifications</span></strong></p><p>Additionally, if using Microsoft Teams, the webhook URL can be entered at the bottom of the CAB configuration to send notifications to that channel that approval is needed.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjdjZjZiODBhLWRmNjgtNDEzYi1hY2U3LTA0ZWI4ZTA2OGU1NyJ9.G826PxXySX8olKQ0HQouiVbxtf-_7izbqBQdIK2y3qc" class="fr-fic fr-fil fr-dib" width="911" style="width: 913px; height: 82.1942px;" height="82"></p><p><strong><span style="font-size: 10pt;">Fig 9. Teams webhook.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">CAB Roles</span></strong></p><p>CAB members can be assigned roles within the CAB. These can be utilised to have required approvals/rejections from certain department.</p><p><br></p><p>For example, you may have two general managers, and two IT managers in the CAB. If you want at least one of each kind to approve, you can use roles.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImViNjViMWZmLTBmOGYtNDdmOC1iYTQyLWY4ODY2NTZiMDRiMSJ9.W9zjLfOkqXQsFx3q_QC7eFGSusucngOec1-FFfHM5CI" class="fr-fic fr-fil fr-dib" width="909" style="width: 911px; height: 140.733px;" height="141"></p><p><strong><span style="font-size: 10pt;">Fig 10. Adding roles</span></strong></p><p><br></p><p>Upon clicking the "Add" button, a popup will show to create the role. Give it a name, and here you can set how many mandatory approvals/rejections are needed from CAB members who have been assigned this role. These roles can then be set against a member as in <strong>Fig 4</strong>.</p><p><br></p><p>For instance with the managers example, create a role for "General Manager" and "IT Manager" and assign the roles to each member. With the "Mandatory Approvers" field set to "1" for each role, at least one approval will be needed by both types of manager for the approval process to complete.</p><p><br></p><p>Even if the "Number of approvals" needed is set to "2" at the start, these roles will mean at least one of each is needed. If 2 approvals are given from both "IT Managers" for example, it will still wait until at least one "General Manager" approves.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjkwZjI3MGY2LTJjMDMtNDQ0OC1hM2I4LTRiNjIwMGE5Y2NhYSJ9.jkszXx4i8Jk2tFY3HsmcUYXecKYLtAbKFyXJKfBl1UU" class="fr-fic fr-fil fr-dib" width="831" style="width: 833px; height: 563.431px;" height="563"></p><p><strong><span style="font-size: 10pt;">Fig 11. Configuring a role</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Adding a CAB to an Approval Process</span></strong></p><p>Now that the CAB is configured, you can add it as the approver in an approval process. Go to Configuration > Tickets > Approval Processes, and click the "Setup Processes" button at the top. You will see a list of existing approval processes, or click "New" to create a new one.</p><p><br></p><p>Give the approval process a name, and set the "Use" if you use approval processes for either tickets or quotations. Save, and edit again.</p><p><br></p><p>Now click the "Add" button on the "Steps" table.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjIyOThjZjFjLWFlMmEtNDc2ZS1iYjIyLWI0OWQ4MTUxZWYwMCJ9.8bgq_3Js_dH14Ug4qwth-Cv1PPcIz-b3En9VXVTDUTs" class="fr-fic fr-fil fr-dib" width="901" style="width: 903px; height: 466.995px;" height="467"></p><p><strong><span style="font-size: 10pt;">Fig 12. Adding approval process steps</span></strong></p><p><br></p><p>A popup will appear to configure the approval process like normal. In the "Approve By" field, there are two options related to CABs - "A fixed CAB" or "Choose CAB when starting the process". The latter will show a popup upon the approval process starting to choose the CAB.</p><p><br></p><p><strong><em>Note: An additional option is available to determine the CAB that is used for approval based on a custom field. A custom field can be chosen(text or single select), this must contain the name of the CAB that should be used for approval. </em></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImFiZmZmMGY3LWFjYzEtNGExOC1iMTQxLWMyYzM4Y2I1ODk3YSJ9.Qj2v75Zudprvk7Uxy7J4k0LzXCk9XeROP-BUfSqNNZ8" class="fr-fic fr-fil fr-dib" width="916" style="width: 918px; height: 277.602px;" height="278"></p><p><strong><span style="font-size: 10pt;">Fig 13. CAB approval options</span></strong></p><p><br></p><p>In this example, we are going to use "A fixed CAB". Upon selection, a field will appear to select the CAB you wish to use. CABs can also be used in a multiple stage approval process by creating multiple steps in the table in <strong>Fig 12</strong>.</p><p><br></p><p>You can then configure the rest of your approval process like normal. For more detail on this, check out the guide linked at the top of this article.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjA5YmRiZjMxLTQyZmItNDY1NS05Y2NjLWMwYWUwYzczZWRkZCJ9.u3bBTp_1oSe7LPDNQkLw0yEro5ttWFOM7i1cNFHuEgk" class="fr-fic fr-fil fr-dib" width="914" style="width: 916px; height: 979.305px;" height="979"></p><p><strong><span style="font-size: 10pt;">Fig 14. CAB approval configuration</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Choose which CAB Members are needed for Approval each Time </span></strong></p><p>If you would like agents to be able to choose which CAB members approval is requested from each time approval is required from a CAB, this can be enabled globally. </p><p><br></p><p>To enable this head to Configuration > Tickets > Approval Processes > Enable "Allow choice of CAB members when an approval step begins". </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImM1OWYyODc0LWVkOGUtNDBjMC05OWViLTVmYmViOTU2ZjRlMCJ9.OsoicUXi3sLyNpXwr4WrExiJt4p7NLMHfBamTybQnR0" class="fr-fic fr-fil fr-dib" width="674" style="width: 676px; height: 391.658px;" height="392"></p><p><strong><span style="font-size: 10pt;">Fig 15. Allow choice of CAB members when an approval step begins</span></strong></p><p><br></p><p>When enabled, agents/users will be prompted to choose which CAB members to request approval from when the approval is started. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImViYzI4YzYxLWMxZTktNDdlYS1iMjZlLWU3ZDU0MDE0OTY0MCJ9.-fwk3dr53iikVp2e5fxhQnHanhIgxaA8H5KD6_J0sBY" class="fr-fic fr-fil fr-dib" width="650" style="width: 652px; height: 631.183px;" height="631"></p><p><strong><span style="font-size: 10pt;">Fig 16. Choose Approvers for CAB</span></strong></p><p><br></p><p>When using this we also recommend enabling "Do not allow submission of approval process without any CAB members" to force at least one CAB member to be chosen. This prevents an approval being logged with no approvers. </p><p><br></p><p><strong><span style="font-size: 14pt;">Prevent Users and Agents approving their own Requests when part of a CAB</span></strong></p><p>A user may start an approval processes that requires approval from a CAB of which they are a member. In these cases, you may not want the requestor to be involved in the approval (as they will be somewhat bias). </p><p><br></p><p>To prevent this head to Configuration > Tickets > Approval Processes and disable "Allow the requestor to be in CABs if not able to automatically approve". </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImI3NTEyZTI5LWQ1NDctNGM3Yi1iYzQ2LWIwMGIwZTYyNTEyMiJ9.3-a-VCYe7waSefKu1jyjh9qDTVyVO1FmN7TMoCHHLU0" class="fr-fic fr-fil fr-dib" width="665" style="width: 667px; height: 317.821px;" height="318"></p><p><strong><span style="font-size: 10pt;">Fig 17. Allow the requestor to be in CABs</span></strong></p><p><br></p><p>When disabled, the end user of the ticket will not be able to participate in the CAB who's approval is required for their request. </p><p><br></p><p>To prevent the agent assigned the ticket from being able to participate in CABs for that ticket disable "Allow the assigned agent to be in CABs if not able to automatically approve" (available from v2.232+). </p><p><br></p><p data-pasted="true">When disabled, the assigned agent of the ticket will not be able to participate in the CAB who's approval is required for the request. </p><p><br></p><p>Keep in mind, if auto approval is enabled at the approval step, the approval process will automatically be approved anyway. Additionally, if there are not enough approvers in the CAB to meet the minimum approval requirements without this user/agent the user/agent will be able to approve their own request.</p><p><br></p>
