Approving or rejecting a ticket

SECURITY  Outsource permissions

NAVIGATION   > Service Desk > Search > Tickets > click Search > open a ticket > Outsource > Approve Completion or Reject Completion

When a service partner selects Insource Complete from the Notify Lead Partner menu on a ticket that they have received from you, the ticket outsource status changes to Waiting Approval. You receive notification and the ticket appears in the Waiting Approval list of tickets in your Outsource dashboard. You must review and approve or reject the completion. To open the page, use the path(s) in the Security and navigation section above.

IMPORTANT   While the outsource status is Waiting Approval, ticket synchronization is suspended. Any changes or additions made during this time by one partner will not appear on the other partner's ticket.

NOTE  Subcontractor Portal users cannot make any changes or additions to their ticket with the exception of printing a work order.

How to...

If you are satisfied that the work specified on the ticket appears to be completed as required and that the partner's charge and time entries are valid, you can approve the ticket completion.

  • Select Approve Completion from the Outsource menu.

When you select Approve Completion, the outsource status changes to Complete for both your ticket and the partner's ticket.

For more information, refer to What happens when the outsource status is set to complete.

If you are not satisfied with the work completed, or you have concerns about any time or charge entries added by the partner, you can reject the completion. You will be required to complete a Rejection Reason form.

  1. Select Reject Completion from the Outsource menu.
  2. In the Outsource Task Rejection Reason page, type an explanation for the rejection in the Rejection Reason field and click Save.

When you reject a completion, the partner receives a notification and a note is added to the ticket. The outsource status returns to In Progress and the ticket synchronization is reinstated. The partner can now correct any problems and edit or add to the ticket. The additions and edits are visible on your ticket.

When the service partner has addressed your rejection reasons, the partner will again select Insource Complete from the menu.