Implemented 2/14/2020 Tim Stapp

87

Votes

Supervisor Approval Process

Hello,

We are encountering situations where we need supervisor’s approval before giving users access to certain areas on the network. This can sometimes take several days to get, and often happens outside of the our Help Desk or when the supervisor submits a separate ticket. We are wondering if there was a way to request supervisor approval through the JitBit Helps Desk? Like having an option to request supervisor approval that automatically gets their supervisor from Azure AD and then adds them to the ticket and asks for their approval. This could save us time, and help create easier communication.

David Ferber 2/10/2023 4:22 PM

I support this idea with a couple additional thoughts. Something like a "needs approval" flag. The tech would set that flag then select a user that needs to approve it (it's not always direct supervisor in our case). The selected approver gets an email and can approve/deny and add any additional comments. Right now, a lot of the approval process happens outside the ticket so it's harder to keep track and there is less visibility to the submitter on who or why denied their request.

Dave E 4/17/2023 6:53 PM

I support this too. More of the request can be kept within the ticket versus sending a separate email to the approver.

User 4/9/2024 8:25 PM

Here is a link on how to do this: https://support.jitbit.com/helpdesk/KB/View/23011028-ticket-approval-workflow-example

Aaron Ho 10/17/2024 6:24 PM

The issue with the approval workflow example is that you are required to put those managers as technician or manager which provide additional access to all other tickets. This is not the option.

Alex 6/27/2026 6:15 PM Tech

We've just implemented a v1 of this, ad-hoc approval from arbitrary users, currently updating the docs and will keep iterating from there. It's very basic, but that's just the first step we needed to start somewhere, gather feedback and iterate from there.

User 7/2/2026 12:48 PM

I have just been testing out the V1, and this is great so far! If I can give a couple future suggestions:
1. Allow for more than one approver for a ticket (for multi-stage approvals)
2. Customize the email template for the approval
3. Schedule send approval requests

Alex Today, 7:07 AM Tech

We've added custom email templates, added accept/reject button when approver looks at the ticket, now considering multistep too. I will close this idea, further feedback is welcome in support tickets!