Configuring the Ticket Approval Process

The ticket approval process is the policy that specifies how to approve a system ticket. You can customize the approval process in terms of the approval process mode, approval form, approval node, approval series, and final approval node to enhance the management of the ticket approval process. The following are some major factors in an approval process:

Approval process type
There are two types of application processes, the hierarchical process and fixed process. The hierarchical process is applicable to the approval within a department, and the fixed process is applicable to approval across departments.
Approval form
Approval form is used to specify how a ticket is approved when multiple approvers are involved in the approval process. There are two forms, multiplayer approval and countersign approval. In multiplayer approval form, a ticket is approved as long as it is approved by any of the approvers. In countersign approval form, a ticket is approved only after it is approved by all approvers.
Approval node
Approval node is used to specify attributes of the approver in the approval process, including the department and role attributes. The department administrator who meets the department and role requirements has the approval permission.
Approval series
Approval series refers to the number of approval levels. If you select the hierarchical approval process, the approval series must be specified.
Final approval node
After approvals at other levels complete, admin performs the final approval.

This topic describes how to customize a ticket approval process.

Prerequisites

You have the management permissions for the System module.

Procedure

Log in to the CBH system.
Choose System > Sysconfig > Ticket.

In the Approval process area, click Edit.

In the displayed Approval process dialog box, specify required parameters.

**Table 1** Parameters for configuring ticket approval processes
Parameter	Description
Approval process type	Approval process. The options are Classification for hierarchical process and Regular for fixed process. After the ticket approval process is configured, the ticket goes to each approver in sequence for approval. If there is no qualified approver at one stage, the ticket is approved at this stage by default. Then the ticket is routed to the next stage. By default, the hierarchical process mode is used. Hierarchical process: Approval is performed level by level based on the approval level. Fixed process: Approval is performed based on the fixed approval node. NOTE: You can send an email to notify the approver of the ticket status in either of the following ways: Set an outgoing email address by referring to Configuring the Outgoing Mail Server and ensure that emails can be sent properly. On the Ticket tab, set the alarm level to High. For details, see Configuring Alarm Levels.
Approval form	How the approval is performed. The options are Multiplayer and Countersign. The multiplayer approval mode is used by default. Multiplayer: indicates that an approval from only one approver at each level is required. After the ticket is approved at a certain level, it becomes invisible to other approvers at the same level. If a ticket is rejected by any approver at the same level, the ticket is rejected. Countersign: A ticket will not be transferred to the next level for approval until all approvers at the same level approve the ticket. If any approvers reject the ticket, the ticket is rejected. During the approval process, the admin account can review all tickets on any node, and the review result is the final result.
Approval node	Set the approver attribute of the node. The department attribute and role attribute must be set. After the setting is complete, the users who meet the department and role requirements automatically become the approvers of the node. If no users meet the department and role requirements, the system automatically searches for qualified users in the superior department until HQ is reached. Department attribute: includes User department and Resource department. Role attribute: The role must have the administrator and ticket approval permissions. The default role is the department administrator. For example, if you select User department, the administrator of the department to which the ticket applicant belongs is select as the approver. If you select Resource department, the administrator of the department to which the resource belongs is selected as the approver.
Approval series	Number of approval levels. If you select Classification for approval process, this parameter is mandatory. A maximum of five levels of approval series can be set. The default value is 1, indicating that an approval level is required.
Final approval node	Whether to enable final approval by admin. Final approval is enabled by default (). : indicates that final approval by admin is disabled. : indicates that final approval by admin is enabled. This means the ticket cannot be approved until all approvers in other levels approve it and the admin user approves it. NOTE: If no qualified approvers at all approval levels, the approval from the admin user is required no matter whether the final approval is enabled.