[ITSM | How-to] Requesting and Managing Approvals for Tickets in AssetSonar

Why It Matters

Some tickets require formal authorization before technicians can proceed, such as requests involving purchases, access permissions, or other controlled changes. AssetSonar lets you create and manage approval requests directly from the ticket so that authorization remains documented alongside the work being performed.

How to Do It

Create an Approval Request

• Access the Ticket: Go to Tickets from the Navigation Menu and open the ticket that requires approval.
• Open the Approvals Tab: Click Approvals tab from the ticket details page.
• Create the Request: Click + Approval Request to open the approval request pane.
• Configure the Approval: Complete the relevant fields.
• Submit the Request: Save the approval request. It appears under Pending Approvals section until the approver takes action.

Approve or Deny an Approval Request

• Access the Ticket: Go to Tickets from the Navigation Menu and open the relevant ticket.
• Open the Approvals Tab: Click Approvals to view requests awaiting your response.
• Review the Request: Locate the request under Pending Approvals and review its details.
• Add a Comment: Enter a comment if you want to provide additional context for your decision.
• Take Action: Click Approve to grant the request or Deny to reject it.

AssetSonar records the decision and updates the ticket’s approval status and progress accordingly.

Next Steps

Send a test approval request to a colleague, have them open the Conversation tab to click Approve, and verify that the ticket correctly updates to reflect their authorization.