Internal: Requests Requiring Manager Approval

For IT Support Agents Only

Overview

Certain IT requests require manager approval before processing. This guide helps you identify which requests need approval and how to handle the approval workflow.

Requests That ALWAYS Require Manager Approval

💰 Software Purchases & Licenses

• New software licenses (any cost)
• Software subscription renewals >$500
• Adobe Creative Cloud, Microsoft Office, Salesforce licenses
• SaaS application access requiring payment

🔐 Elevated Access Requests

• Administrator access to any system
• Production database access
• Financial system access (Netsuite, Concur, etc.)
• HR system access (Workday, ADP)
• Access to PII or regulated data

💻 Hardware Requests

• New laptop/desktop (any reason)
• Monitor upgrades (>2 monitors)
• Specialized equipment (drawing tablets, high-end peripherals)
• Mobile devices (phones, tablets)

📱 Mobile & Remote Access

• Corporate phone plans
• International roaming requests
• VPN access for contractors
• Remote desktop access to production systems

👥 Organizational Changes

• Distribution list creation (department-level)
• Shared mailbox creation
• Team site/SharePoint creation
• Slack workspace admin access

Approval Workflow Process

Step 1: Identify Approval Requirement

Review the request against the list above. If it matches, approval is required.

Step 2: Add Approval Tag

Add tag: requires_approval

This triggers the automated approval workflow.

Step 3: Automated Slack DM

The system automatically:

• Identifies the requester's manager (from Workday)
• Sends Slack DM to manager with request details
• Includes Approve/Deny buttons
• Links back to Zendesk ticket

Step 4: Manager Response

If Approved:

• Ticket status updates to "Approved - Ready to Process"
• Internal comment added with approver name and timestamp
• Agent proceeds with request

If Denied:

• Ticket status updates to "Denied"
• Internal comment added with denial reason (if provided)
• Agent notifies requester of denial

Step 5: Audit Trail

All approvals/denials are logged:

• Who approved/denied
• When (timestamp)
• Method (Slack, email, etc.)
• Stored in Zendesk ticket for compliance

Sample Agent Response for Approval Requests

Hi [Name],

Thanks for your request! This type of request requires manager approval before we can proceed.

I've sent an approval request to your manager ([Manager Name]). Once approved, we'll process your request immediately.

You should hear back within 1-2 business days.

Thanks!

Exceptions (No Approval Needed)

• Standard software already approved (Zoom, Slack, Chrome, etc.)
• Password resets
• VPN access for FTEs (contractors need approval)
• Basic troubleshooting (VPN, email, etc.)
• Equipment replacement (broken/defective items)
• Access removal/deactivation

Escalation

If manager doesn't respond within 48 hours:

1. Automated reminder sent via Slack
2. If still no response, escalate to manager's manager
3. Notify requester of delay

If approval is urgent (business critical):

1. Note urgency in ticket
2. Slack manager directly (in addition to automated DM)
3. If unavailable, escalate to Director/VP

Important Notes

• Do NOT process without approval - compliance requirement
• Tag triggers automation - no manual Slack needed
• Audit trail is mandatory - for SOC2, financial audits
• Approvals don't expire - valid for the specific request only

Article ID: KB-INTERNAL-APPROVAL-001
Last Updated: May 2026
Tags: internal, approval, workflow, compliance