Requests awaiting authorisation

[Gill]

Hi,
I'm looking to create a report to show the number of outstanding service requests that are awaiting authorisation.
can you point me in the right direction of which table/s I should be looking at that would hold this information please?

[Steve Giller]

There are a number of types of Authorisation, can you give some more details of exactly what you're trying to achieve and with exactly which types, please?

[Gill]

Hi Steve,
sure - a number of managers within our org have multiple staff who raise a lot of service requests. Some of these service requests have an Authorisation stage within the respective workflow, that requires Authorisation from the customer's manager.
A few of these managers have asked if they can have a list of service requests awaiting their authorisations - fyi: In Supportworks, managers were able to view these via the self service portal, as they would have to authorise via the portal itself, rather than via email as is the case in Hornbill.

So, we're considering an option of a scheduled report to list: Requests awaiting manager's authorisations - which we could send to the manager via regular scheduled email.
We could also make use of this type of report ourselves for monitoring purposes.

[Steve Giller]

Hi @Gill

I get the requirement, thanks, unfortunately you haven't confirmed what type(s) of Authorisation you are using.

From the description I'd guess External Authorisations but I'd need confirmation before looking into a solution.

 

[Gill]

sorry yes, External Authorisations

[Steve Giller]

Try this one as a base - note: this is a Platform report, it won't import under the Service Manager application.

pending-authorisations.report.txt

[Gill]

that's perfect, many thanks Steve  - have uploaded and it gives me exactly what we need.