Approve a request, change request, or registration request

  • Release version: Xanadu
  • Updated August 1, 2024
  • 1 minute to read

    • Users with the snc_external role can view and approve requests and change requests from the Customer Service Portal.

    Before you begin

    Role required: snc_external

    About this task

    A request or change request may require approval from another employee within the same organization.

    Procedure

    1. In the Customer Service Portal header, click Notification > View all notifications.
    2. Click a record in the Approvals section of the Notifications page.
      The system displays a read-only view of the record approval form. For requests that include one or more items, these items appear in a collapsible list at the bottom of the Request form.
    3. Optional: Click a requested item at the bottom of the Request form to view the details in a pop-up window.
    4. Click Approve.
      The system makes the following updates:
      • The record status is set to Approved.
      • The record status is displayed after the record number in the Related Records widget on the Case form.
      • The record status is added to the Case form.
        • If the record is approved by the customer administrator or if the customer self-approves the request, the change in status is added to the Additional comments field.
        • For other approvers, the change in status is added to the Work notes field.
      • The approval record is updated in the Approval table.