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As part of ongoing process improvement at the college, Information Technology is using functionality in Team Dynamix to route certain service requests to the requester's manager for approval. For these types of requests, IT will not begin work on the request until the approval is received.
Below is a description of the process along with the various steps that requester and manager will need to complete for service requests that require manager approval.
All service requests that require manager approval prior to action by Information Technology will have an indicator added to the service description page.
Figure 1 - Service Request Description
Once you have submitted the form, you may check the status of your request by clicking on “Ticket Requests” from the Team Dynamix site.
Figure 2 - Ticket Requests Page
Upon submission of the service request, the requester's manager receives an email from the Team Dynamix service.
Figure 3 - Workflow Step Assignment Email
Clicking on the link opens the “Current Workflow Step” page. This page provides additional details about the request and provides options to Approve or Reject the request.
Figure 4 - Current Workflow Step Page
Managers may also view their pending approvals by browsing to the “My Approvals” page in the Team Dynamix portal. Clicking on the “Request Manager Approval” link under the “Step” column will open the “Current Workflow Step” page where Approval/Rejection can be submitted.
Figure 5 - My Approvals Page
When the manager’s approval is received, the requester receives an email from Team Dynamix with the result. Following is an example of a ‘rejected’ request. Manager comments are included to inform the requester of the outcome.
Figure 6 – Returned Email to Requester