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Incident IQ Academy:
Visit the Incident IQ Academy for comprehensive training and how-to videos on the Enhanced Approval Workflows (EAW) app, which automates and streamlines the approval process for both single and multi-level approvals.
Upon completing the learning path and passing the quiz, you’ll receive the EAW Specialist badge—an official recognition of your expertise in Enhanced Approval Workflows.
Click the link below to get started.
Can a ticket have multiple approvers or a team of approvers assigned?
No, a single ticket cannot have multiple simultaneous approvers.
Workaround: You can configure the rules engine to create a sequential approval chain (e.g., once "Approver 1" approves, the system routes the ticket to "Approver 2").
Can approval requests be added to ticket templates?
No. It is not possible to integrate the approval process directly into ticket templates.
Can an approval request be canceled after it has been sent?
Yes. Only users with the Admin role can change the designated approver or cancel an approval request directly from within a ticket.
Why are approval emails not being sent automatically?
Approval emails are not sent by default; they require a specific rule configuration to trigger notifications. To ensure approvers receive notification, you must enable the following rule:
Trigger: Send for Approval
Action: Send Approval Process Email > Approver
Can approvers view their history of approved or denied requests?
No. Approvers can only view currently pending approvals on their dashboard.
How can I filter tickets that are currently Pending Approval?
Use the Has Pending Approval filter.
Scope: This filter identifies tickets within the Enhanced Approval Workflow that have a pending approval that has not been resolved. It includes tickets regardless of their current status (active or closed).