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Overview
This knowledge article addresses the issue of IT technicians bypassing the approval step in service management ticket workflows, particularly for software license or purchase requests. It outlines two proper approaches: removing the workflow if appropriate or following the workflow by waiting for approver authorization.
Detailed Information
Description:
Certain service management tickets include a workflow with an approval step, where a designated approver must review and approve the request (e.g., for software licenses or purchase requests) before any further action is taken. Bypassing this approval step or resolving tickets prematurely undermines the established process and may lead to unauthorized actions.
Resolution:
To address this issue, IT technicians must adhere to one of the following proper methods when handling tickets with an approval workflow:
Remove the Workflow (if applicable):
If the approval step is deemed unnecessary for a specific ticket type, the workflow can be removed or modified. This should only be done after consulting with the Service Management group to ensure compliance with organizational policies.
Follow the Workflow Steps (Preferred):
The recommended approach is to follow the established workflow, which includes waiting for the designated approver to review and approve the request before proceeding with actions such as issuing software licenses. This ensures proper authorization and accountability.
Action Steps for IT Technicians:
Check the ticket’s workflow to confirm if an approval step is required.
Correcting Previously Resolved Tickets:
If a ticket with an approval workflow was resolved prematurely without obtaining the required approval, follow these steps to rectify the issue:
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Evaluate the Workflow: Determine if the approval step is still necessary for the ticket.
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Contact the Approver or Supervisor: If the approval is required, reach out to the designated approver to request a retroactive approval for the resolved ticket. If the workflow is deemed unnecessary, consult your supervisor to confirm whether the workflow can be removed.
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Document Actions: Record all communications and actions taken, including approver or supervisor feedback, in the ticket’s history for transparency and accountability.
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Seek Assistance (if needed): If you encounter issues or need clarification, contact the Service Management group at servicemanagement@missouri.edu (mailto:servicemanagement@missouri.edu) to schedule a meeting for guidance.
Note: If an approval step exists, do not resolve the ticket or issue licenses until the approver has provided approval. If the workflow appears incorrect or unnecessary, do not bypass it without authorization. Instead, contact the Service Management group for guidance.
For Additional Assistance
Please contact the Division of IT Enterprise Service Management team servicemanagement@missouri.edu for any additional assistance.