Approvals

A request form can require approval before anyone works on it. The request waits as Awaiting approval; the requester sees “Waiting for approval”.

While it waits, nobody can start it or put it on hold by hand: it moves on only when it is approved (in My approvals). If it isn't needed after all (for example it matched the wrong form), staff can still resolve it with a note.

Approval stages

• Up to 3 stages, decided in order (for example Manager, then Finance).
• Up to 10 approvers per stage.
• Each stage needs any one approver, or all of them.
• If a form requires approval but names no approvers, your admins decide and are emailed.

Deciding

Approvers find their requests under My approvals (staff also see changes waiting for their CAB vote there). Use Review case for the request context, and Refresh to check for new decisions without losing notes. Declining needs a reason, which the requester sees. A recorded decision is removed immediately; a failed refresh offers a retry without repeating that decision.

Approvers can also answer the approval email directly. Write Approve (or yes, ok) or Decline (or reject, no) on the first line; anything after it becomes the note. Quoted text below is ignored.

When an approver is away

If an approver is recorded as away with a backup, new approvals go to the backup and remember who they were meant for.

After the decision

• Approved: the request becomes Open for fulfilment and the requester is told. If its form has a workflow, the workflow's tasks are created now.
• Declined: the request is resolved as declined with the reason, and the requester is told. No workflow tasks are created.