Service catalog and requests · Autessa IT Desk
Approvals
Autessa IT Desk handles approvals for service requests and changes: a catalog item can need its requester's manager, a group, named people, or the manager and then a group, decided by any one approver or by everyone. Approvers decide in the Help Center or the workspace, a rejection carries a reason the requester sees, and reminders go out after two business days.
The problem
Requests stall waiting for a yes nobody was asked for
Approvals by email get buried, and IT ends up chasing managers. Built-in approvals ask the right person automatically, show them exactly what is being requested, and hold the work until there is an answer.
What you get
- Five approval rules: No approval, Requester's manager, A group, Named people, and Manager then a group.
- Two modes: any one approver, or everyone (one rejection rejects).
- Manager then a group runs as two sets in order: the manager first, then the group.
- Requested items wait in Waiting for approval and nothing is delivered until they are approved.
- Approvers see My approvals in the workspace and Approvals on the Help Center home, with a count.
- A rejection asks for a comment, and the requester sees the reason.
- Approval reminders email approvers who have waited over two business days, and changes use the same approvals for the CAB.
How it works
How does approvals work in Autessa IT Desk?
Choose the rule
On a catalog item, pick the approval rule, mode and, for a group, the approval group or named people.
Someone orders
The requested item enters Waiting for approval and approvers are asked.
Approvers decide
They open the approval, read what is being asked, and Approve or Reject with a comment.
Work starts or stops
Approved items move to fulfillment and their catalog tasks open; rejected ones become Not approved and the requester is told why.
Every option
Approval settings
| Option | What it does |
|---|---|
| Approval rule | No approval, Requester's manager, A group, Named people, Manager then a group. |
| Who must approve | Any one approver, or Everyone. |
| Approval group | The group asked for group approvals. |
| Named approvers | Specific people chosen on the item. |
| Approval states | Requested, then Approved or Rejected, with the approver's comments. |
| Reminders | Email when an approval has waited over 2 business days (can be turned off per person). |
| CAB approval | Changes entering Authorize ask the CAB group, any one or everyone. |
Permissions
Who can do what?
| Role | Can |
|---|---|
| Approver | Approve or reject what waits on them, in the workspace or the Help Center. |
| Employee | Approve requests as a manager or named approver in the Help Center, and see approval status on their own requests. |
| IT agent | See every approval and the requested items waiting for approval. |
| IT administrator | Set the approval rule on catalog items and the CAB settings. |
AI assist
How the IT Desk Assistant helps
Ask the IT Desk Assistant "Do I have anything to approve?" in the Help Center, or open your approvals in the workspace. It lists what is waiting on you and opens each approval so you can decide.
The assistant acts as you, with your role. It fills forms but never saves them, and anything risky waits for you to press Confirm.
About the IT Desk Assistant →Connected
How it connects to the rest of IT Desk
IT DESK FEATURE
Service catalog
Each catalog item carries its own approval rule.
IT DESK FEATURE
Change management
CAB approval uses the same approval records.
IT DESK FEATURE
Service Portal
Approvers decide from the Help Center without opening the workspace.
AUTESSA PRODUCT
Autessa Homebase
Managers come from the shared people directory.
FAQ
Questions about approvals
Can a request need both a manager and a team to approve?
Yes. The Manager then a group rule asks the requester's manager first and the group second.
What happens when one approver rejects?
In any-one mode, the request is rejected only when everyone has rejected. In everyone mode, a single rejection rejects it. The requester sees the reason.
Do approvers need an IT role?
No IT role is needed to approve in the Help Center. Managers and named people approve from the Approvals page there.
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