The review and approval process protects a Spearhead organization from rejected invoices, refunded credits, and invalid time entries paid out to employees. All these jeopardize a Spearhead business's cashflow, client credibility, and business operations. With reviews, rejections, and approvals, ensure that whatever errors occur in the workflow don't make it to the client.
Once an agent has completed work on a ticket (logging labor, expenses, and travel mileage), they submit it for review.
From the ticket's middle menu, view the Review tab:
A dialog box informs the agent that once they have submitted the ticket for review, it will no longer be accessible to edit through their workflow.
Submit the ticket for review with the Request button.
Once the ticket has been entered into review, a back office agent will either approve or reject it. If rejecting it, a comment is necessary to explain the reasoning behind the rejection. If rejected, the ticket re-enters the agent's workflow for them to correct the error or modify the entries in the ticket.
The comment box is necessary when rejecting a ticket review, as a reason is required for rejection. Once it has entered the review process, the only part of a ticket accessible to the agent is the Review tab so they can Comment their rebuttal or reasoning in response to the rejection.