Overview
Ticket workflows define processes to be automated including steps requiring one or more individuals to provide information such as approval, denial or selecting from a list of choices. This article explains how a person the step is routed to will be notified as well as how they can find, review and take action on the step.
In this article:
What materials do I need?
- Your UA Username and Password
- Web Browser
How do I use this technology?
Receiving Notification About a Workflow Step
- When a Ticket is waiting for a Workflow step to be acted upon, the people that can take action on the step will receive an email similar to the one below.
- Click on the link "this workflow step in the UAA Seawolf Tech Portal", circled in red below, it will take you to the Workflow Step page in the UAA Service Portal. Please note that you must login with your UA credentials.
Reviewing and Taking Action on a Workflow Step
- After clicking the link in the email received, a web browser page will open to the UAA Service Portal.
- Login to the UAA Service Portal using your UA email address and password.
- The Workflow Step Detail Page for the Ticket will be displayed.
This will show the current workflow step. If someone else has already Taken Action on the Step that you were emailed about, you will not see the options on the right side to complete the step.
- For Approval steps this would be the Approve or Reject button as shown below.
- For a Choice step it would be the list of choices as buttons like the example below.
- To review, comment, or add an attachment to the Ticket, click the link represented by the Service Request name, circled in red below. The link can be found under the Service Request Details section after the Ticket number.
- When ready, to take action on the step go back to the Step page by clicking the back button in your browser, or clicking on the name of the Current Workflow Step. Then click on button on the right side of the screen for the action you want to take.
- After clicking the button, a screen with a Comments box will appear. Please enter any information regarding the reason for the action you took on the step. Enough information should be provided that anyone looking at the comment will fully understand the reason you took the action or any other information important to the action.
- When done, click the Save button.
Looking Up Workflow Steps You Are Listed as an Approver On
You can see a list of all Workflow Steps that you can or were able to take action on. The list can be found on the UAA Service Portal.
- Login to the UAA Service Portal.
- Click the Services tab.
- Click the My Approvals tab.
- If you do not see the step you are looking for, click the Status drop-down menu.
- Select other statuses to search by, then click the Search button.
- When you see the Workflow Step for the Ticket you are looking for, click on the Name of the Step to Reviewing and Taking Action on.
Please note that you will not be able to see Workflow steps that you were not listed on. If you want to know the status of other steps in the workflow, or of the Ticket itself you need to look at the Ticket details screen. You can get to the Ticket Detail screen by clicking on the link under the Item column in the row for the Ticket you want to review.
Need additional help or have issues
For support, requests may be submitted anytime by Requesting Support for the Enterprise Service Management service. Support Requests are worked by Priority based on the Impact and Urgency of need as well as the order they are received by the IT Employees with the knowledge and permissions to assist with the request.
For immediate assistance please review the Contact Us page for ways to contact the appropriate support group.