The SLA governing a service request may specify that a work request generated from the service request must include the process of being approved by a supervisor. The approval may be needed for the estimated cost of the work request or the schedule for executing the work request.
Note: The approval process for the work request can be in addition to an approval process for the service request from which the work request was generated.
Note: The SLA may define approval to take place before or after a work request is assigned to a work order. For example, the SLA may define that a work request must be estimated and the estimate approved before the work request is assigned to a work order. Once it is assigned to a work order, the work request is routed for scheduling and then scheduling approval.
Select the Approve Work Requests task for a list of work requests that you, as a supervisor, must approve.
On the first tab page, the system lists all work requests pending your approval, and the type of approval required (schedule approval, estimation approval). Select a request, which moves you to the Approve tab page listing details about the work request.
Review the cost estimate and schedule by clicking the Review Estimation and Review Schedule buttons on top of the tab page. The system presents pop-up windows with detailed information about the cost estimate and schedule.
In the "Approval Information" panel at the bottom of the form, you can enter a comment and then approve or reject the work request. Note that this section of the form reminds you the aspect of the work request that you are approving: the cost estimate or the schedule.
If you reject the work request, the system archives the work request.
If you approve the work request, it is routed through the system based on its governing SLA. Some possible actions are: