--- sourceDocument: Australia Sales Customer Relationship Management sourceDocumentLink: https://www.servicenow.com/docs/r/australia/order-management Release : - australia ft:locale : - en-US ft:publication_title : - Australia Sales Customer Relationship Management ft:clusterId : - omgmt bundleId : - omgmt workflow : - Customer and Industry --- # Approving or rejecting quotes # Approving or rejecting quotes {#ariaid-title1} Release version: Australia Updated March 12, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Approving or rejecting quotes ServiceNow's advanced approval workflow for quotes enables sales agents to submit quotes for approval and approvers to review and decide whether quotes can proceed, require changes, or must be rejected. This process helps organizations manage financial, legal, and operational risks by ensuring quotes meet internal criteria before being shared with customers. Show full answer Show less ## Approval workflow Quote approvals are managed through Advanced Approval Management, which applies configured approval rules to route approval requests to designated approvers. Workflows can be sequential, parallel, or combined, based on factors such as pricing thresholds, discounts, payment terms, or product characteristics. * Sales agents submit quotes, triggering one or more approval requests routed to specific approvers. * Approvers review quote details, pricing, the reason for approval, and any requester comments. * Each approver can act only on their assigned steps; approval actions are isolated per approver. * Approvals can be taken through the workspace, approval lists, or notifications. ## Approval reminders and escalations Administrators can configure automated reminder notifications for approvers to prevent delays. If approval steps are not completed within defined timeframes, they can be escalated to designated approvers, with visibility into who is responsible for the next action. ## Ad-hoc and override approvals * **Ad-hoc approvers:** Sales agents or administrators can add additional approvers outside the default workflow for extra review during submission. * **Override approvals:** Authorized administrators can override the approval process to move quotes forward without completing all steps, as permitted by organizational policies. ## Recalling and rejecting approval requests * **Recall:** Sales agents can recall approval requests to cancel pending steps and update quotes, preventing approvers from reviewing outdated information. * **Rejection:** Approvers must provide comments when rejecting a quote, which stops the approval process and returns the quote for updates before resubmission. ## Reevaluating and resubmitting quotes When a quote is recalled or rejected and subsequently updated, resubmission triggers reevaluation by Advanced Approval Management. Only approval steps affected by the changes are routed again, reducing unnecessary approvals. Once all required approvals are obtained, the quote proceeds to the next sales stage. Sales agents request approval for quotes, and approvers decide whether quotes can proceed under an advanced approval workflow. Quote approvals help organizations manage financial, legal, and operational risk by ensuring that quotes meet internal approval criteria before they are shared with customers. Sales representatives submit quotes for approval, while approvers review quote details to determine whether a quote can proceed, requires changes, or must be rejected. ## Approval workflow {#approving-or-rejecting-quotes__section_dt5_vqh_k3c} Quote approvals are managed through Advanced Approval Management, which evaluates quotes against configured approval rules and routes approval requests to designated approvers. Approval workflows can include sequential, parallel, or combined approval steps based on pricing thresholds, discounts, payment terms, product characteristics, or other business conditions. When a sales agent submits a quote for advanced approval, the system creates one or more approval requests and routes them to the appropriate approvers. Each approver is responsible for reviewing only the approval steps assigned to them. As part of the approval process, approvers review: * Quote details and pricing * The approval reason or condition that triggered the request * Any comments provided by the requester {#approving-or-rejecting-quotes__ul_jlp_nx4_k3c} Approvers can approve or reject only the approval steps routed to them. Approval actions taken by one approver do not grant access to approval steps assigned to other approvers. Advanced Approval Management supports multiple channels for taking approval actions, such as from within the workspace, from approval lists, or through notifications, depending on how the approval process is configured. ## Approval reminders and escalations {#approving-or-rejecting-quotes__section_xz2_kmt_r3c} Administrators can configure reminder schedules so that approvers receive automated notifications when their approval steps are pending. Reminders help ensure that approval requests are not overlooked and that quotes continue to move through the approval process on time. If an approval step is not completed within the time period defined by the administrator, the step can be escalated to a designated approver. When a step is escalated, the step card updates to display the escalated approver so that all parties know who is responsible for the next action. ## Ad-hoc approvers {#approving-or-rejecting-quotes__section_b5c_smt_r3c} Sales agents and administrators can add approvers to an approval request outside of the configured approval workflow when additional review is needed. Ad-hoc approvers are added at the time of submission and are incorporated into the approval process for that request. ## Override approvals {#approving-or-rejecting-quotes__section_bxt_tmt_r3c} Administrators with the appropriate roles can override an approval to move a quote forward when permitted by the organization's approval configuration. Override approvals allow the process to continue without waiting for all configured approval steps to be completed. ## Recalling approval requests {#approving-or-rejecting-quotes__section_dyg_ny4_k3c} After a quote is submitted for advanced approval, a sales agent can recall the approval request if changes are required. Recalling an approval request cancels any pending approval steps and returns the quote to a state where it can be updated. Recalling a quote helps prevent approvers from continuing to review outdated information and allows sales agents to address issues before resubmitting the quote for approval. ## Rejection workflow {#approving-or-rejecting-quotes__section_rh4_prh_k3c} If an approver rejects an approval request generated by Advanced Approval Management, the system updates the approval workflow based on the configured process. When rejecting an approval request, approvers are required to provide a comment explaining the reason for rejection. Rejection prevents the quote from progressing through the remaining approval steps and indicates that changes are required. Rejected quotes are returned for further review or updates, depending on the approval configuration. The sales agent can modify the quote and resubmit it for advanced approval. ## Reevaluating and resubmitting quotes {#approving-or-rejecting-quotes__section_enk_wy4_k3c} A recalled or rejected quote can be updated and resubmitted for advanced approval. When the quote is resubmitted, Advanced Approval Management reevaluates the quote and determines which approval steps must run again based on the configured rules. Approval steps that are unaffected by the changes may be automatically approved, while approval steps impacted by the changes are routed again to the appropriate approvers. This helps reduce unnecessary re‑approvals while ensuring that all required conditions are met before the quote is approved. Once all required approval steps are approved, the quote can proceed to the next stage of the sales process. **Related concepts** * [Configuring Advanced Approval Management](https://www.servicenow.com/docs/3rAH6V4ncAQIBmlZCYjnng "Install the Advanced Approval Management application to build workflows that automate the approval process for Sales Customer Relationship Management entities such as customer quotes.") * [Notifications in Advanced Approval Management](https://www.servicenow.com/docs/VJ4D_FBk4L57PmtGYFEE_w "In Advanced Approval Management, as an approval request moves through the approval process, notifications about the status of the approval request are sent automatically to approval requesters and approvers.") **Related tasks** * [Create an approval configuration](https://www.servicenow.com/docs/HKS5Ie6oKT559n3n7uNK2Q "Create an approval configuration for a Sales Customer Relationship Management entity, such as quotes.") **Related reference** * [Components installed with Advanced Approval Management](https://www.servicenow.com/docs/c3hpWM9FpMKBJNSTMNJscA "Several types of components are installed with activation of the Advanced Approval Management plugin, including tables, scheduled jobs, and user roles.")