CALS HelpDesk - Approving a Ticket Request

Instructions for approving a request ticket in the CALS HelpDesk system

Ticket Approval

Some ticket requests submitted to the CALS HelpDesk system require approval before the request can be fulfilled.  This approval can be done either via email or web.  If you have been designated as an "approver", please follow the steps below. 


Email Approval
  1. Once a ticket requiring approval has been submitted to the CALS HelpDesk system, you will receive an email.   Within the "Approval Info" section of the email you will see links for approving the request ticket.   These will be listed next to "My Vote":    


  • NO - Show Explanation = Deny the submitted request and allow the Requester to see your reason.
  • NO - Hide Explanation = Deny the submitted request and hide your reason from the Requester.
  • YES - Show Explanation = Approve the submitted request and allow the client Requester to see your reason.
  • YES - Hide Explanation = Approve the submitted request and hide your reason from the Requester.
  1. Click on your desired response and a compose new email screen will open in your default email client.  
  2. Replace the default text in the body of the email with your explanation, remove your signature (if used) and send the email.
  3. The ticket within CALS HelpDesk will be automatically updated and the Requester will be notified.


Web Approval

  1. Log into the CALS HelpDesk system with your netid at:  https://websupport.cals.wisc.edu
  2. Once logged in, click on the Approvals tab:
 
  1. Newly submitted request tickets requiring approval will appear under New Approvals.  
  2. Find the desired ticket and select "Yes" or "No" under My Vote.   This choice indicates whether you approve (Yes) or deny (No) the request. 
  3. Once you select "Yes" or "No", you can provide an explanation and choose whether or not to make this visible to the client (Requester): 


  1. When finished, click the Save button.  
  2. The ticket within CALS HelpDesk will be automatically updated and the Requester will be notified.




See Also:




Keywords:ACS, CALS, IT, request, support   Doc ID:69507
Owner:Charlene K.Group:College of Agricultural & Life Sciences
Created:2016-12-15 14:47 CDTUpdated:2017-02-15 14:53 CDT
Sites:College of Agricultural & Life Sciences
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