Table of Contents

Configuring Approval Statuses

Niamh Ferns Updated by Niamh Ferns

This article is outdated and has been merged into our wider document on Approvals.

Approvals allow your clients to have some control on what tickets make their way to you. You can check this guide about the Approval Workflow in DeskDirector for an idea how the approval system works in DeskDirector.

Approval Statuses

For DeskDirector to recognize Approvals statuses, you need to specify them inside DeskDirector admin console, under System > Feature Configuration > Tickets Tab.

PSA Integration

Approvals to work when used with a PSA integration, you will need to ensure that statuses for pending, accepted, and declined statuses exist in your PSA. Once these have been set up in your PSA, you can then set them in DeskDirector (either by typing for ConnectWise or via dropdown for AutoTask).

​In order to get approvals working (and for the boards to appear under the "boards using approvals" dropdown), your approval statuses need to exist inside your PSA.

ConnectWise: you can create statuses under System > Setup Tables > Service Board > select the board(s) you want to enable approvals for > Statuses​.
Autotask: this is done under Admin > Features & Settings > Service Desk > Task & Ticket Statuses.

For ConnectWise the approval statuses you add on every board in your PSA must match the approval status you have set in DeskDirector. ​We recommend using the default status names, Approval Required, Approval Granted, and Approval Declined. Once you've set these, you will be able to see a list of boards using approvals in DeskDirector.

Additional Approval Settings

  • Approver Auto-approve: With this feature enabled, a contact with approval permissions will have their tickets automatically approved. With this feature disabled, the approval process will trigger as expected, and the user can then approve their own request.
  • VIP Auto-approve: Similar to approver auto-approve, a contact with VIP Permissions will have their tickets automatically approved.
  • Disable Approval Email: Enabling this feature will disable sending of Approval emails from DeskDirector. Use this feature if you would like to configure an alternative method for approval communications.

Approval Required for Service Types

In order to create a Service Type that requires approval, you just need to create a Service Type as usual in your Admin Console and set the status appropriately under the ticket automation tab. Any ticket submitted using this request type will inherit the approval status set for it.

How did we do?

Contact