How does InvGate Service Management handle approvals at scale?

InvGate Service Management includes a dedicated approvals management model designed to support environments with high approval volumes.

Approvals are treated as first-class operational elements, not hidden attributes inside tickets. This allows organizations to track approval status, approvers, voting progress, creation and expiration dates, and outcomes independently from individual requests.

This approach is particularly relevant in organizations where approvals significantly affect resolution times, service throughput, and governance outcomes.

How does InvGate treat approvals compared to traditional ITSM tools?

Unlike traditional ITSM tools where approvals are embedded as ticket metadata, InvGate treats approvals as standalone, structured entities.

Approvals have their own dedicated view, filters, searchable fields, and historical records. This makes them easier to analyze, manage, and audit without navigating individual tickets.

This design reflects the operational reality that approvals often represent work and delays in their own right.

Can managers see and manage approvals across their teams?

Yes. InvGate Service Management provides manager-level visibility into approvals associated with the help desks they manage.

Managers can view approvals handled by their agents, identify pending or delayed approvals, and understand how approval activity impacts overall service performance.

This visibility supports accountability and proactive intervention without requiring manual ticket-by-ticket investigation.

Can end users and approvers track approvals in InvGate?

End users and approvers can access approval information through the self-service portal, where they can view the status of approvals they are responsible for.

Visibility is role-based, ensuring users only see approvals relevant to them, while managers retain broader oversight.

This balances transparency for participants with governance and access control.