Service Request Approvals
Permission: Approve or Reject Service Request
1. What it is
Where an approver decides on other people's service requests. Until they do, no ticket exists and nothing is fulfilled.
2. Where approvals appear — four places
| Surface | Notes |
|---|---|
| Approvals screen | "Select a request to review", then approve or reject |
| Cockpit | A Service Catalog Approvals section with the same actions |
| Slack | Approval cards, if the channel's purpose includes approvals |
| Cockpit tile | An Approvals count on the Orbit Resolve tile |
Approve from wherever you already are
The point of four surfaces is that approvals are a bottleneck — every hour an approver takes is an hour the requester waits with no ticket and no clock. Cockpit and Slack exist so approving does not require opening Resolve at all.
3. What approval does
| Before | After |
|---|---|
| No ticket exists | A ticket is created with type SERVICE_REQUEST |
| No SLA clock | SLA clocks start |
| Not in the queue | Appears in the Resolution Queue |
— in the requester's Ticket column | A ticket reference |
| Fulfilment webhook not called | Webhook fires, if configured |
Rejection is final for that request
Rejecting does not send it back for editing — the requester raises a new one. If something is merely wrong, say so before rejecting.
Approve and Reject are driven by the workflow's APPROVE and REJECT transitions, so the button
labels follow your configuration.
4. Don't confuse this with…
| These two | Differ by |
|---|---|
| Service request approval vs CAB approval | Catalog items vs changes. Unrelated flows sharing a word |
| Approvals vs My Service Requests | Deciding vs tracking your own |
5. Troubleshooting
| Symptom | Cause |
|---|---|
| No requests to review | None pending, or you lack requests.approve |
| Approved but no ticket | Check the queue's project filter |
| Slack cards absent | Channel purpose excludes approvals |