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Reviewing Approvers for Incidents

Incidents sometimes require approval from several people in an organization. In the Incident Approval Template view of the Administration - Case screen, administrators can set up the approval templates that users can select. Each template includes a predefined list of approvers. For more information, see Creating Approval Templates for Incidents.

When you select an approval template for an incident record, the Approvers view is populated with the list of approvers on the approval template. The approver list is read-only. Users cannot edit, delete, and add records to maintain the integrity of the approval process. If the incident owner's position is in the approval template, then the incident owner's position is not populated in the approver list. You cannot approve your own incident.

The Sequence Number field in this view determines the order in which the incident is routed to each user. When users select an approval template for an incident and then submit the incident for approval, the incident is routed automatically to the inbox of the first approver in the chain of approval.

The Approval Status field in this view contains no data before anyone approves or rejects the incident. After approval or rejection, this field is automatically set to Approved or Rejected. If you resubmit a rejected incident, then the Approval Status field is cleared.

This task is a step in Process of Managing Incident Reports.

To view an approver list for an incident

1. Navigate to the Incidents screen, then the Incident List view.
2. Drill down on the Incident Summary field of the incident record.
3. Click the Approvers view tab.

   The approver list for the incident appears.