Approve or Reject a Request in the Support Portal

Questions

  • How do I approve or reject a request in the Support Portal?
  • I received an email asking me to approve or reject a step. What do I do?
  • How do I approve a service request as a supervisor or dean?
  • Where do I find all of the requests waiting for my approval?
  • How do I reject a request and leave a comment?
  • How do I get to the My Approvals page?

Environment

This article applies to anyone at Bowdoin who is asked to act on a service request in the Support Portal, powered by TeamDynamix. The Support Portal is how you access the IT knowledge base and the Service Catalog, and it is also where you go to approve or reject a request. Some services require a supervisor, dean, or other individual to take action on a request, most often through an approval or a rejection.

Resolution

Approving or Rejecting a Request

  1. When a task that requires your approval is assigned to you, you will receive an email notification. Select the button in the email titled Approve / Reject Step.
    IT ticket email from Bowdoin College with details, assigned step instructions, and an outlined Approve / Reject Step button.
  2. A web page opens and takes you to the approval page for the request. Select either the Approve button or the Reject Service Request button. (You can ignore the Resend Notification button.)
    Approval page with Approve, Reject Service Request, and Resend Notification buttons.
  3. After you make a selection, you are taken to one more screen where you have the opportunity to provide a comment for the approval or rejection. This is an optional step. To continue, select Save.
    Comment box for leaving an optional comment, with a Save button to complete the step.

Alternative ways to access the option to approve or reject a request

You can access your approval options in two ways. The first is through the email notification, as described above. The other way to access all of your approvals at once is to:

From here you will see a list of all of your approvals and their current status. An example is shown below.

My Approvals list in the Client Portal showing approval titles, steps, and their current status.

Selecting a link in the "Title" column lets you view the details of the ticket itself. Selecting a link in the "Step" column brings you directly to the approval page for that request.

You can also access the approval page from the ticket details page (if you selected the link in the "Item" column). In the middle of the page there is a heading titled "Current Workflow Steps". Underneath that heading is a list of all of the steps that are currently in process for the request. Select the link that refers to approving or rejecting the request. In the example below, the line reads "Supervisor approves or rejects the request". Selecting it takes you to the approval page, as described earlier in this article.

Ticket details page showing the Current Workflow Steps heading with a workflow step assignment link for approving or rejecting the request.

Additional Help

If you need further assistance, you have several options:

  • Bowdoin Bot: Chat with Bowdoin Bot directly from any KB page for instant answers.
  • Phone: Call the Bowdoin College Service Desk at (207) 725-3030.
  • In person: Visit the Tech Hub in Smith Union during business hours.
  • Submit a ticket: Request assistance through the Service Catalog.
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