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 we have multiple approvers or a team of approvers assigned to one ticket?
No, you can not have multiple approvers for one ticket. But you can configure the rules engine to say… once approved by “approver 1” route ticket to be approved by “approver 2.”
Can we use the approval request with ticket templates?
No, you are unable at this time to add the approval process to ticket templates.
Can we cancel the approval request after it has been sent out?
Admins will be the only role that can change the approver and ability to cancel the approval from within a ticket.
Approval emails are not being sent. Are the email notification not sent automatically?
The following rule must be configured and enabled for the approvers to receive the email notification that a ticket needs to be approved by them.
Trigger - Send for Approval
Action - Send Approval Process Email > Approver
Can approvers able to see all the previous requests that they have approved or denied?
No. Currently, they are only able to see the pending approval on their dashboard.
Can I filter out tickets currently Pending Approval?
The Has Pending Approval filter allows you to view any tickets that have a pending approval that was never resolved within the Enhanced Approval Workflow. This filter identifies tickets that require approval at some point, regardless of their current status, and may be either active or closed.
Not what you are looking for? Perhaps one of these other guides will help:
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Hannah Bailey - Director, Customer Engagement