To enhance the efficiency and management of the helpdesk team by providing a centralized dashboard for tracking and managing all pending approval requests for others For both SRs and Changes.
A centralized dashboard on the helpdesk platform that aggregates all sent approval requests. This feature will allow the helpdesk team to have a comprehensive view of all pending requests, facilitating easier follow-up and management.
Key Components:
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Dashboard Overview:
- A dedicated page accessible from the helpdesk main menu.
- Summary section showing the total number of pending approval requests.
- Filter and search options for quick access to specific requests.
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Request Details:
- Each request entry should display:
- Request ID
- Requestor's name and department
- Date and time of the request
- Request type/category
- Current status (e.g., Pending, Approved, Rejected)
- Approver(s) assigned
- Hover or click to expand for additional details, including the request description and any attached documents.
- Each request entry should display:
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Filtering and Sorting:
- Filters for request status, request type, department, and date range.
- Sorting options by date, requestor, status, or urgency level.
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Notifications and Alerts:
- Automated notifications for pending requests exceeding a set duration (e.g., 48 hours without action).
- Highlight overdue requests in red or with an exclamation mark for urgent attention.
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Actionable Insights:
- Metrics and analytics section showing trends (e.g., average approval times, most common request types).
- Ability to generate and export reports (e.g., monthly summary of pending and approved requests).
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User Permissions:
- Role-based access control to ensure only authorized personnel can view and manage the dashboard.
- Differentiated views for helpdesk team leads and regular team members.