Manage Approvals

The Manage Approvals page, also called the Incoming Requests page, lets you manage requests from NiCE employees to access your tenant for configuration, support, or troubleshooting purposes. This gives you the ability to approve or reject the requests and to send an explanatory comment to the requester. The page shows all requests you've received, but you can filter it by status by using the drop-down in the top right corner of the page.

Manage a Pending Impersonation Request

Required permissions: Role Impersonation Respond

1. Click the app selector and select Admin.
2. Go to Security Settings > Incoming Requests.
3. Locate the request you want to approve or reject. If you've had many requests, you can use the drop-down in the top right corner and select Pending to only see pending requests. Click Manage in the corresponding row.

4. In the Impersonation Request form, select whether you want to Grant or Reject the request in the Response field.

   • If you selected Grant, set an Expiration Date for the access. If you want to include a message for the NiCE employee requesting access, enter it in the Response Message field. Click Grant when you're done.
   • If you selected Reject, you can enter a message for the NiCE employee requesting access in the Response Message field. Click Reject when you're done.
   Learn more about the fields in the Impersonation Request form

   Field	Details
   Response	Specifies whether to Grant or Reject the request to access your tenant.
   Role	Displays the role the requester will have when they access your tenant.
   Current Status	Displays the current status of the request for access. It can be one of Granted, Pending, or Rejected.
   Expiration Date	Only available when the Response is Grant. This specifies when access to your tenant ends. You can use the calendar icon to select a date and the arrow icons to change the date to one day earlier or later.
   Response Message	Includes a message to the person requesting access when they receive a notification that their request has been granted or rejected.

5. If you want to see the updated request and you filtered the table to show only Pending, switch the filter back to All, or to Granted or Rejected.

View Change History for Incoming Requests

Change history is recorded for Incoming Requests when a request is granted, rejected or expired.

If a request has passed its expiration date, the request still shows as Granted, but the expiration date is flagged.

Each recorded history entry follows the existing Change History data model including:

• who performed the change (admin user identifier)

• when the change occurred (timestamp)

• what changed (field/s updated)

• previous value and new value

• source (consistent with existing audit/change-history sources)