Workplace Services / Service Desk /Service Desk Manager
Workplace Services / Service Desk / Service Contract Manager
Space / Space Inventory / Service Desk Manager (transaction method)
Space / Occupancy / Service Desk Manager (transaction method)

Including an Edit and Approve Step for a Service Request's Requested Status

You may wish to have a service request immediately routed to a business manager for review and possible edit after it is requested. For example, for a service request affecting a certain room, you might wish to have the service request routed to a business manager who can review it and edit it before approving it.

Once you establish an Edit and Approve step, the service request will be routed to the specified business manager for review. The service request will appear in the business manager's queue when they select the Approve Service Requests task. The business manager then has the option of editing the request before rejecting, approving, or forwarding it to another business manager.

For example, upon reviewing a request, a business manager may decide to change the priority of a request (which will invoke a new workflow) or attach a document.

The Edit and Review step differs from an Approve step in a few ways:

• An Edit and Approve step enables a business manager to edit the request information (such as location, equipment, priority) before approving, rejecting, or forwarding the request.
• It can be attached only to a Requested status, whereas an Approval step can be added to several statuses.
• Each SLA can have only one Edit and Approve step, and the Edit and Approve step will be executed before any other approval steps for the Request status.

Note: Some sites establish SLAs such that multiple priorities (and associated workflows) are defined for the SLA, but only the default priority is available to the user when requesting a service. When the business manager reviews the service request, they can edit the priority to invoke the workflow that is best suited to the particular circumstances of the request. For more information, see Setting Priority Levels .