Controls and approvals

When your admin has set process controls on cases, the Controls panel in the side column lists the controls that apply to the case: whether each is Met or Not met now, and once the case is resolved, what was recorded then. An Enforced control stops you resolving or closing the case until it is met; the message names the control and what is missing. A checked one lets you resolve, and records whether it was met.

When a control needs an approval, the panel offers to ask for it:

• Ask the customer…: write what is to be approved. It goes to the requester as a reply, and the case waits for them. On their case page they see Your approval is asked, get a 6-digit code by email to confirm, and approve or reject (with a comment). The link alone can't approve anything.
• Ask for an approval…: someone with the Approve cases permission decides on the case itself, with Approve or reject… on the panel. It can't be the case's assignee, nor you. The desk emails those who may approve it, apart from the two of you.

[!TIP] The case approvals waiting for you are on Approvals in the sidebar, with the changes. Its second tab lists your cases waiting for someone else's approval. See Approvals.

Each approval keeps who decided, when, the comment, and a fingerprint of the case's subject and request. Editing the subject or the request afterwards voids it: the panel says the request changed since, and you ask again.

PDF on the panel downloads the case as a report: its details, the request, the approvals, its history and its controls.