Creating a Change Request in Mobile
Start the Request: Tap New Request from the left navigation or Submit New Ticket from the Dashboard.
Select Ticket Type: Tap Change Management.
Select Details: Choose the Request Type, then select the Issue Type.
Location Types: If the workflow has the ‘Prompt for multiple locations?’ setting enabled, select the affected Location Types.
Note: The icon next to the Location Type will turn yellow when selected.
Limitation: The mobile app does not allow searching and selecting individual locations (web only). Users are advised to create requests for location types only in the mobile app.
Complete Details: Fill in the required Change Request details. Warning: You will be prompted with error messages if required fields are missing.
Submit: Select Submit Ticket.
Upon success, a confirmation message will display. You can choose Done, Dashboard, or Ticket Details to navigate away.
Limitation: While you can create the ticket on mobile, you cannot submit it for approval here; you must do so through the web app.
Viewing a Change Request in Mobile
Locate Ticket: Access the Change Request from the dashboard or the left navigation.
View Details: Select the individual Change Request to open it.
Check History: A Timeline tab is available to view any changes made to the request.
Approving Change Request from Mobile App
Requirement: An approver must have an agent role to see tickets requiring approval.
Find the ticket in the “Requests Awaiting Approval” section on the dashboard and select the ticket to view additional details.
Navigate to the Progress tab to see available actions.
Approvers can approve, deny, or request more information from the requestor.
Once approved, the Timeline tab will update to reflect that the ticket has been approved and moved to the next workflow step.