ITAM / Asset Tickets

Approval Flow

Maya approves hardware spend on Sophie's keyboard replacement when cost exceeds policy, before Carlos closes the ticket.

Real-world scenario

Maya Chen · IT Manager at Bluewave Labs

The Logitech MX Keys for Sophie's ticket costs $99, above WorkVerge's $75 threshold. Carlos moves the ticket to AWAITINGAPPROVAL; Maya approves Thursday morning so Carlos can mark it RESOLVED after install.

Before you begin

  • Admin role (only Admins approve or reject)
  • Ticket in AWAITINGAPPROVAL status

Overview

Some asset tickets need manager sign-off before fulfillment or closure, typically when hardware cost exceeds policy. Maya approves or rejects from AWAITINGAPPROVAL; Carlos and Sophie see the outcome in Activity and notifications.

When approval is required

  • Replacement cost above org threshold (e.g. $75 for peripherals)
  • Device replacements or new hardware requests
  • Policy via Automation Workflows
  • Manual submission by assignee when policy mandates review

Approve a ticket

  1. 1

    Open the ticket in AWAITINGAPPROVAL

    Carlos moved Sophie's keyboard ticket here because the MX Keys cost exceeds the $75 auto-approve threshold.

  2. 2

    Review request details

    Maya checks device, cost estimate, comments, and whether a cheaper fix was tried.

  3. 3

    Click Approve

    Add an optional comment: "Approved. standard peripheral replacement." Ticket moves toward RESOLVED.

  4. 4

    Notify stakeholders

    Sophie and Carlos receive approval notification; Activity logs Maya's decision.

Reject a ticket

  1. 1

    Open the ticket in AWAITINGAPPROVAL

    Review why Carlos submitted for approval.

  2. 2

    Click Reject with a required comment

    Explain the decision: "Use spare keyboard from Austin closet before purchasing new."

  3. 3

    Ticket returns to workflow

    Status moves to REJECTED, PENDING, or INPROGRESS per policy. Carlos updates and may resubmit.

Example approval

Sophie's keyboard. Maya approves

  • Ticket: Keyboard keys sticking. need replacement
  • Estimated cost: $99 (Logitech MX Keys)
  • Threshold: $75 auto-approve
  • Status before: AWAITINGAPPROVAL
  • Maya's comment: Approved. standard peripheral replacement
  • Status after: INPROGRESS → RESOLVED after install

Track approval backlog

Filter the ticket list or Kanban by AWAITINGAPPROVAL. Maya checks this column daily so Carlos is not blocked on hardware orders, see Analytics for turnaround trends.

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