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Service Desk Admin Guide

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Service Desk Admin Panel > Manage Staff > Material Approval
  • Introduction To Service Desk Module
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  • Appendix 1 - Field Types In Custom Forms And Custom Lists
  • Appendix 2 - Ticket Priorities
  • Appendix 3 - How Charging Works In Service Desk
  • About ITarian

Material Approval


Click 'Admin Panel' > 'Staff' > 'Material Approval'

  • Staff can add a list of expenses and costs to a ticket which were incurred while resolving an issue.
  • Material costs and expenses need to be approved by an administrator before they are included in a customer's bill.
  • The 'Materials Approval' screen lets admins approve or reject costs added to tickets by staff.


Open the 'Materials Approval' interface

    • Open the admin panel (see the last link on the left)
    • Click 'Staff' > 'Material Approval'




      The links at the top allow you to filter material requests by:

      • Awaiting Approval - Displays materials that were added by staff but have yet to be approved/rejected.
      • Rejected - Displays materials that were rejected by administrators.
      • Approved - Displays materials that have been approved by administrators.

      Column Headers

      • Material name - Displays the name of the material or expense added to the ticket. A 'Material' doesn't always have to be a physical item. It could also describe an expense item related to a ticket, such as highway toll fees.
      • Cost - Material cost as entered by the staff member.
      • Ticket # - Indicates the ticket number to which the material/expense has been added. Clicking the ticket number opens the ticket details page. See Ticket Details for more details.
      • Date Added - Indicates the date and time at which the material/expense was added to the ticket. This column is only visible for materials in the 'Awaiting Approval' category.
      • Last Updated – Indicates the date and time at which the material/expense details were last modified. This column is only visible for materials in the 'Awaiting Approval' category.
      • Staff – Indicates the staff member who added the material to the ticket
      • Reason – Displays the reason mentioned by the administrator for rejecting the material cost/expense. (Available only for 'Rejected' category)

      View, approve or reject a material/expense item

      • Click the 'Awaiting Approval' link.
      • Use the filter options to search for a specific item if required.
      • Select an item or items using the check-boxes on the left.
      • Click the 'Approve' or 'Reject' link at the top.

      The status of the material/expense item will be updated immediately in the ticket details page of the respective ticket.

       

      Search Options:

      • Use the calendar icons beside the 'From' and 'To' date fields to search for materials/expenses added within a certain date range. Click 'Apply'.
      • To search for materials/expenses added by a particular staff member, select the staff member from the 'Staff' drop-down (default = all). Click 'Apply'.
      • To search for materials/expenses added to a specific ticket, enter the ticket number in the 'Ticket #' field. Click 'Apply'.
      • You can use more than one filter at a time to search for specific items.
      • To display all results again, clear all fields / choose 'Select Staff' in the 'Staff' drop-down then click 'Apply'. Alternatively, click the category link at the top ('Awaiting Approval', 'Rejected' or 'Approved').

      Sorting Options:

      • Click a column header to sort items in ascending/descending order
      • The 'Show records' drop-down on the right allows you to select the number of entries to be displayed per page. The options range from 10 records per page up to 100.
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