Automatic Approval in Self-Service Orders

The automatic approval feature allows you and your customers to process orders directly without requiring a manual approval step. This feature is especially useful for streamlining standard processes, like device swaps, without needing a manager's approval.

This setting is especially useful for cases like the replacement of a defective device (swap), where manual approval is often unnecessary.

For the SWAP and RETURN add-ons, this default setting will be applied even if the customer has not activated Self-Service for these add-ons. In these cases, the customer does not need to enable self-service for the automatic approval to work since the add-ons are not ordered directly. If the customer wishes to override the default set by the supplier, they can do so by enabling self-service and deactivating the automatic approval.

When does the setting apply?

1. The provider has set the default: The provider must activate the "automatic approval" function for the respective service in their portfolio. Only then will the toggle be visible to the customer.
2. The service is enabled for Self-Service at the customer: The service must be activated for Self-Service either globally or via tag. Only then can the setting be saved by the customer.

If only the first condition is met, the customer can see the toggle but cannot deactivate it. After saving, it will automatically revert to enabled. Only when Self-Service is active can the customer decide whether they want to use this feature.

Where can you find it?

The setting for automatic order acceptance can be found in the Portal Settings of the respective customer. There you’ll find the checkbox "Confirm all orders automatically", which controls whether incoming orders from this customer must be accepted manually or are confirmed automatically.

Good to know

Automatic approval applies exclusively to orders placed through Self-Service.

If, for example, an admin or manager orders a service via another role, the order will still go through the usual approval process.

Difference from the "automatically accept order requests" function

Additionally, on the provider side, there is the function "automatically accept order requests":

• If inactive: The provider must manually accept each order from the customer before provisioning begins.
• If active: Orders from the customer are automatically accepted and can be processed immediately.

Both functions can be used simultaneously and serve different purposes:

• Automatic approval: Controls the approval process on the customer side
• Automatically accept order requests: Controls the internal acceptance on the provider side