Ticket Approval Workflow

1. After clicking on one of your existing tickets, the following page will show an Approvers tab. Click on the Approvers tab, then select the "+ Add Approvers" option. You can also add approvers during the ticket creation process. 
2. On a more granular level, you can see that there are two approval tabs, "Pre-approval" and "Post-approval"
3. Adding approvals within each tab presents the same window seen below
4. Click on the Add Approvers tab and select the Approvers you want to add. Click Add Approvers.
   
   
5. Now you can configure the settings you would like for your approvers. Once you are ready to start the approval process, click Start Approval.
   
   

Key Definitions

Pre-approver

• This is the person that must complete ticket approval before the Ticket can be resolved

1. Sample business cases:
   1. Purchase pre-approvals
   2. Pre-approval before allowing the Ticket task to be commenced
   3. Pre-approval for Ticket configuration process

• If there are any mandatory pre-approvers, they must approve the Ticket before the task for the Ticket Owner will be generated by MyVCM
• If there are only optional pre-approvers, the Ticket Owner will receive their pending task immediately. 

Post-approver

• This is the person that must take the action to approve a ticket before the Ticket can be closed, but after the task has been completed and the ticket has been resolved. 

1. Sample business cases:
   1. Evidence reviews
   2. Internal Ticket management process verification

• If there is only optional post-approvers, the Ticket Owner can close the ticket without requiring this approval.

• If there are any mandatory approvers, the Ticket Owner can only resolve the ticket, before sending to the mandatory post-approver to complete their approval before the ticket can be closed

Approver Types:

Optional Approver: The approval workflow will move forward without waiting for the optional approvers if either all mandatory approvals are made or an Authorized Approver has approved the Document

• No obligations to approve
• They have the option and ability to approve or reject 

Authorized Approver: The approval workflow will move forward when one of the authorized approvers on the same cycle approves the document

• Authorized means you have the authority to approve but you do not have to approve
• Only one of the authorized approvers’ approval let the approval process move on to the next cycle
• They have the option and ability to approve or reject

Mandatory Approver: The approval workflow would move forward ONLY if all of the mandatory approvers on the same cycle approves the document.

• In order to have the approval process move on to the next cycle, all Mandatory Approvers have to take action OR be removed from the Document as an Approver

Approver Status:

Not Started: The approvers have been added to the workflow but the training owner has not clicked the “Start Approval” button yet 

Active: The current cycle is in progress, the approval notification emails have been sent to the approvers, however, the approvers have not taken any approve/reject action yet

Pending:  The next Cycles have not started and the approval notification emails for the next cycles have not been sent yet 

Approved: The approval notification emails have been sent to the approvers and the approvers have approved the training.

Rejected:  the approval notification emails have been sent to the approvers and the approvers have rejected the training. 

Cancelled: The approvers have not taken approve/reject action yet but the training owner has decided to either publish the training or create a new draft of the training without waiting for the approval/rejection actions from the approvers.