Approval experience in Service Operations Workspace

[johnbrandt]

Is the Service Operations Workspace meant to facilitate approval requests? Right now my IT staff can see that there is a pending group approval on a RITM in the workspace but there aren't any buttons to approve or reject the request.

The attached screenshot shows that you can view the approval request record but you can't approve, reject, or comment on it.

Is this something I'd have to customize? I am just wondering if this is an experience that this workspace is capable of providing or not.

[Prasanna Kumar7]

Hi @johnbrandt

In Service Operations workspace(Sow) you will have the view of Records and tables.

In approval record we don't have any button like "Approve" or "Reject". If we need to approve or Reject, ootb need to change the state to Approved and save the form.

If you want button, then need to create custom UI action for approve and reject and click the checkbox true for available to configurable workspace, so that the button will be available to sow.

[LivashanN]

Hi, if i am in Service operations workspace as a admin i can see approve and reject but when i am impersonating a user with ITIL and Knowledge manager the buttons are not visible, attached as an example