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HaloPSA Guides

Documentation to assist with the setup and configuration of the HaloPSA platform

Guides > Approval Processes

Approval Processes


FieldTypeDescription
Setup ProcessesButtonThis button opens up the menu for setting up Approval Processes. The fields in here are described below.
Process RulesButtonThis button opens up the menu for setting up Approval Process Rules. The fields in here are described below.
Change Advise BoardsButtonThis button opens up the menu for setting up Change Advise Boards. The fields in here are described below.
Allow choice of CAB members when an approval step begins
CheckboxWhen checked, whenever an Approval Step begins, there will be the choice to choose which CAB members are to be involved with the process. If not, all Members will be added.
Do not allow submission of approval process without any CAB members
CheckboxShould the above and this be checked, it will be made compulsory to enter at least one CAB member into the list of Approvers for this process to proceed.
Show popup if no approvers can be found when an approval process starts
CheckboxWhen checked, the Agent will be notified via popup that there are no CAB members available at that time.
Only inform users of acceptance in an approval process if it is the final step
CheckboxWhen checked, Users will only be told that the Approval has succeeded if the final stage in the process has been successful. If not, they will be informed for each and every successful step.
Number of hours before the planned date to send an Email saying that a Change Request has not been approved yet.
IntegerShould an Approval Process still be pending approval, an email will be sent to the active CAB members this many hours before the planned date, as a reminder to complete the process.
Require Authentication when Approving/Rejecting Approval Processes
CheckboxWhen checked, Agents or Users will not be able to complete an Approval if they are not Authenticated into the system. This means that this cannot be done either via the Self Service Portal or via an email link without logging in.
Show a box to add a comment when Approving/Rejecting an Approval Process
Checkbox
With this setting enabled, the approval screen will show the comment box when approving/ rejecting an approval process. 
Require comments to be added when Rejecting an Approval Process
CheckboxWhen checked, this will force a comment to be made when rejecting an Approval Process.
Require comments to be added when Approving an Approval Process
CheckboxWhen checked, this will force a comment to be made when approving an Approval Process.
Always take Tickets off of SLA hold after a user approval process accept or reject
CheckboxWhen checked, tickets will automatically be taken off SLA hold following an approval process outcome. When the process is either accepted or rejected. 
Log the approval response as an action even if there is no comment
CheckboxWhen checked, the Approval response will be added to the Ticket's progress feed as an Action, even if there is no comment alongside the response.
Allow Users to delegate approvals
CheckboxWhen checked, in the "My Account" > "Settings" section of the Self Service Portal where Users can choose to point Approvals to another User, should it come to them first. There is an option to have this indefinitely, or to have it only during set time periods.
Allow Agents to manually delegate an approval to another AgentCheckbox(v2.190.1+) When enabled, a button labelled "Delegate Approval" will appear at the top of the ticket next to "Accept"/"Reject", allowing agents to easily delegate and choose the approver.
Show Ticket attachments on the Self Service Portal 'My Approvals' page
CheckboxIf checked, when viewing the My Approvals page via the Self Service Portal, any attachments to the related ticket will be shown alongside the pending Approval.
Enable Secure Approvals (token based)
CheckboxWhen checked, Approvers must undergo a personal authentication step, whereby they are forced to both sign in again, and also to sign a form before submitting the approval. 
Approvers must re-authorize for every approval
CheckboxWhen checked, if one approval has been submitted that login session, then the Approver will be prompted to re-enter their credentials for each subsequent Approval they attempt to take part in.
Allow approvers to view Tickets in portal after approving
CheckboxWhen checked, Approvers will be able to view the related ticket in the Self Service Portal afterwards, even if that ticket was not theirs to begin with.
Show Accept All and Reject All buttons on the My Approvals Page
Checkbox
When checked on, there will be accept all and reject all buttons located in the "My Approvals" area of the self service portal, this area can be added in as a menu button, which is a table found in Configuration > Self Service Portal.
Allow the requestor to be in CABs if not able to automatically approve
Checkbox
When disabled, the requester will not be able to approve their own request if they are in a CAB set to approve the request. Unless auto-approval is allowed at the approval step, then they can approve their own request. Note, if  there are not enough approvers in the CAB to meet the minimum approval requirements without this user the user will be able to approve their own request. 
Process approval results in the background
Checkbox
When enabled, approval results will be processed in the background, resulting in approval votes being processed faster. Approval notifications will be faster but the progression of the approval process will not be immediately visible to the user. 
Adding ad-hoc approvers requires the Agent permission 'Can Override Approval Results'Checkbox(v2.195.1+) When enabled, the "Can Override Approval Results" agent permission is require to add ad-hoc approvers to an approval process.

Setup Processes

FieldTypeDescription
NameFree TextThis will be the name of the Approval Process as it appears elsewhere in the system.
Freeze manual status changes and User update status changes whilst Tickets are awaiting approval
CheckboxWhen checked, should a Ticket be undergoing this Approval Process, the Ticket in question will not be able to have it's Status changed manually, nor will User updates change the Status.
SequenceIntegerThis value will dictate the position that this Step is displayed in lists and, more importantly, the sequence in which the Steps must be completed.
NameFree TextThis is the name of the Approval Process Step as it appears elsewhere in the system.
Approve BySingle SelectThe selection made here will dictate who the approver(s) of this Step will be.
Agent / Change Advise Board / User / Email Address / Role / Site / Customer / Custom FieldSingle Select / Free TextThe type of input is determined via the above selection, and the value will correspond to the individual or group to which the Approvers will be selected from.
Number of approvals neededIntegerShould a list of Approvers be available, this number will be how many of these Approvers must approve the change before it is marked as accepted.
RulesListThis will contain one or more rules which will determine who or what approves the change. These can be configured to provide a different Approver or group of Approvers dependant on certain criteria being met. Each can be given a precedence, i.e. priority, for matching first. Should no rules be matched, and the setting for Auto-approving in that case be toggled off, then the Approval Process will not be allowed to be begun.
Allow ad-hoc approvers to be added at this step
CheckboxWhen checked, people can be added as Approvers, despite them not matching the above "Approve By" filter.
Auto-approve if no approvers are found
CheckboxWhen checked, should no Approvers be available, either by chance, by no rules being matched, or no-one matching the search criteria, then the Approval Process will automatically be accepted. 
Auto-approve if approver has already approved in a previous step
CheckboxWhen checked, Approvers' votes will carry through from previous Approval Steps, and they will not be required to submit another vote.
Allow auto approval for processes launched by the approver.
CheckboxWhen checked, should the Approver of an Approval Process launch the process themselves, the approval will go through straight away.
Auto-approve if approver is the end-user of the Ticket
Checkbox
When enabled, and the approver is the end-user of the Ticket i.e. "Approve By" is set to "Fixed User" and that approver user is the end-user of the ticket. The user will auto-approve when the approval process is started.
If a process would be auto approved due to an approver raising the process, continue to send Approval request emails
CheckboxIn the above scenario, when checked, emails will still be sent out to Approvers in order to request their input, despite the Approval being approved already.
If a process would be auto approved due to an approver raising the process, request approval from their line manager
CheckboxIn the above scenario, when checked, instead of the Approval going straight through, an Approval Request will be sent to the Approver in question's Line Manager.
Allow approvers to upload attachments
CheckboxWhen checked, Approvers of a process will be able to upload attachments to the related ticket via the My Approvals section, despite potentially not having access to the ticket itself.
Approver is mandatory
Checkbox

When enabled, approvers will become mandatory.

This will apply to the step's approvers unless using a CAB, as individual CAB members can be specified as mandatory in the CAB configuration. This allows the default approver to always be required, even if adding additional ad-hoc approvers to the step. 


Testing

If you start the approval process configured in this way, and add an ad-hoc approver, the initial approver must approve for the step to be approved.
Send approval Emails to the approversCheckboxWhen checked, alongside a new object requiring approval on the Agent or User's My Approvals page, the Approvers will also receive an email detailing the request.
Email TemplateSingle SelectThis will be the Email Template used for sending the above described Email.
Include all attachments visible to User in approval email.
CheckboxWhen checked, should there be any attachments that are visible to the End-User of the associated ticket, then these attachments will also be sent with the Approval email.
Approval Reminder Template
Single Select
Select an approval reminder template
Number of working hours between reminder Emails
FloatAfter the initial Approval request email, reminder emails will be sent periodically after this many hours (recurring).
Status while awaiting ApprovalSingle SelectThe relevant Ticket will be set to this chosen Status while the process is in the "Awaiting Approval" stage.
Status if Approval not needed
Single SelectThe relevant Ticket will be set to this chosen Status should it be decided that Approval is not required.
Status if AcceptedSingle SelectThe relevant Ticket will be set to this chosen Status should the Approval be accepted.
Status if RejectedSingle SelectThe relevant Ticket will be set to this chosen Status should the Approval be rejected.
Status if start date of Ticket has passedSingle SelectThe relevant Ticket will be set to this chosen Status if that Ticket has a "Start Date" associated with it (usually projects / tasks) and the Approval Process still hasn't concluded.
Move to "Unassigned" if approvedCheckboxWhen checked, the relevant Ticket will move to the Unassigned queue once the Approval is accepted.
Assign to the approver if approved
CheckboxWhen checked, the relevant Ticket will be assigned to the Approver of the process once the Approval is accepted.
Assign to the approver whilst awaiting approval
Checkbox
When "A fixed Agent" is picked on the "Approve by" single select, this setting can be used to assign the ticket to the agent chosen, before it has been approved.
Hide approval actions from end-User
CheckboxWhen checked, this will hide any Approval Actions from the End-User, so that they cannot keep track of the process until it is accepted or rejected.
Inform the Agent of the outcome
CheckboxWhen checked, the assigned Agent to the relevant Ticket will be informed of the Approval Process result.
Notify Agent when step has beenSingle SelectWhen the above is checked, this will allow you to choose in which cases the Agent receives this notification.
Inform the User of the outcome
CheckboxWhen checked, the End-User of the relevant Ticket will be informed of the Approval Process result.
Notify User when step has been
Single SelectWhen the above is checked, this will allow you to choose in which cases the End-User recieves this notification.
Accepted Email Template
Single SelectThis will be the email template used in the above (if any) emails for informing Users or Agents of the Approval acceptance.
Rejected Email TemplateSingle SelectThis will be the email template used in the above (if any) emails for informing Users or Agents of the Approval rejection.
Notification RulesListThis will be a list of any configured notification rules for this Approval Step. These can match on certain fields' values including custom fields, and can be set to notify various individuals or groups associated with the Ticket and it's Approval Process. The rules can be set for acceptance or rejection, and can have individual email templates set for each case.
Field ListListThis list will contain any fields that you would like filling out (or at least visible) on this Approval Process Step. The visibility and entry requirements can be set on these on an Accept / Reject basis. Dynamic Field Visibility can also be set here.

Process Rules

FieldTypeDescription
Rule NameFree TextThis will be the name of the Approval Process Rule as it appears elsewhere in the system.
PrecedenceIntegerThis value will determine which Rule gets matched first, should multiple be matched at the same time, the higher precedented rule will be triggered.
CriteriaListThis entire list of criteria will need to be met for the rule to be triggered. The criteria are field-based and rely on the value of that field meeting certain conditions.
Approve BySingle SelectThe selection made here will be the individual or group of Approvers used for Approval Processes that match this rule.
Agent / Change Advise Board / User / Email Address / Role / Site / Customer / Custom Field
Single Select / Free TextThe type of input is determined via the above selection, and the value will correspond to the individual or group to which the Approvers will be selected from.

Change Advise Board

FieldTypeDescription
CAB NameFree TextThis will be the name of the CAB as it appears elsewhere throughout the system.
All members must approveCheckboxWhen checked, all members of this Change Advise Board must approve the process for it to be marked as accepted.
Number of approvals neededIntegerShould the above not be checked, this value will determine how many Approvals are needed to pass this as an accepted process.
Rejection thresholdIntegerShould the above not be checked, this value will determine the number of rejections that will mark this process as rejected. (This is regardless of approval count, assuming the required approvals count has not yet been met).
MembersListThis list will include all Members of this CAB. The displayed information includes their Name, their position, i.e.; Agent, Email or User. Members can be marked as mandatory approvers, in which case, the Approval Process will not be able to progress unless those Members have submitted a vote. A Role can also be assigned to the Members (configured below). 
RolesListThe CAB Roles here act as sub-groups which will have approval requirements of their own. Should a role be specified, then the associated requirements must be met for the approval to go through. For example, should there be a role with 2 mandatory approvers, then two approvers with that role must approve this process before it goes through. Approvers can be assigned these roles once they are created, and this will be displayed alongside their details on the CAB menu's Members list. 

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