Automate approvals for post incident reports in Freshservice and maintain a chain of approval before a post incident report is published. This helps maintain compliance across the organization. 


Setting up approvals for Post Incident Reports(PIR)

Approvals for Post Incident Reports(PIR) is an optional capability that can be turned on/off based on the needs of your organization. To enable approvals for PIR, 


  1. Go to Admin Settings > IT Workspace, and click Manage Post Incident Reports.

    This opens the page where you can create and manage all settings related to Post Incident Reports.

  2. Go to the PIR Settings tab and turn on the toggle for Mandate approvals.


This makes approvals mandatory for all PIRs and will ensure that whenever a PIR is created, it can be published after it is granted approval by key stakeholders.


Sending PIR for approvals

Users can create a PIR from the ticket of a major incident and send it for approval. Here’s how:


  1. Open a resolved ticket of the Major incident and click Create Report.

    This takes you to the New Post Incident Report page.

  2. Create a new PIR by filling in all details specific to the incident. You may also select an existing PIR template to bring in all necessary fields to fill in. 


    You may also use placeholders to fill in field values.


  3. Click  once the details are added. This saves the draft report.

  4. Click . This brings up the Request for Approval slider.

  5. Add in the approvers and the nature approval and click . Read more about approvals in Freshservice.


    This sends the PIR to all stakeholders for approval. Once when the PIR is approved, the report is ready to be published and the publish button is enabled.