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FAQ

I have gathered frequently asked questions while using the approval service. The first part isUser, the back part isAdministratorThis is a question.

Basic Usage​

Q. This is my first time with the approval service. What should I do first?​

A. First, designate the approver.

  1. 사용자페이지 > 승인관리 > 설정 > 결재선move to
  2. After selecting the service and payment type[결재자 지정하기 >]Click
  3. Select approver by searching with name or email (usually team leader, superior)
  4. [저장]Click

If you do not specify an approver in advance, every time approval is neededRequest PendingIt becomes a state and the work is delayed.

If the administrator has registered the group and default approval lines, they will be automatically applied even without individual settings.

Q. How is an approval request created?​

**A. It will be generated automatically.**The user does not request separate approval.

When working in the integrated service (such as SHIELDMail), the need for approval is determined according to the conditional policies set by the administrator, and an approval request is automatically created.

Example:

  1. Attempt to send mail to external domains from SHIELDMail
  2. Determine if it falls under the "Approval Required for External Dispatch" policy.
  3. Automatically create approval requests and send them to the approver.

Q. What is the difference between a request box and an approval box?​

A. The request direction is different.

  • request form: List of approvals I have requested from others
  • Approved: A list of requests for approval from others

For example, if I requested email approval from my team leader, my request box will show "Waiting for Approval," and the team leader's approval box will show "Action Required."

Q. What are the statuses of approval requests?​

A. There are five.

  • 🔴 Request Pending— The person to approve has not yet been determined → You need to specify the approver.
  • 🔵 Pending Approval— The approver is reviewing → Wait or contact directly
  • 🟢 Approval— Approved and the original task is completed
  • 🟠 companion— Approval has been denied, and the task has been canceled → Review the reason and resubmit the request.
  • ⚫ Request Cancellation— Canceled by the requester or administrator

Request Form — What I requested​

Q. What is the "Request on Hold" status?​

**A. The approver has not been designated.**It appears when there is a situation that requires approval, but there are no applicable approval lines (individual, group, default) at all.

Solution:

  1. Click the link in the email "Approval designator is required" or click the corresponding request in the request box.
  2. detailed slide's결재자in the item[결재자 지정]Click
  3. Search by name or email and select after[확인]

or설정 > 결재선If you specify an approver, it will be automatically applied to the pending requests.

If it continues to repeat, please request the administrator to register the group and basic approval line.

Q. The approver says they did not receive the approval request email.​

A. Check in order.

  1. Whether the approver has been properly designated— List of requests in the결재자Check Items
  2. Is the email address correct? — 설정 > 결재선Confirmation of the designated approver
  3. Spam Folder— Request for confirmation from the approver
  4. Directly check the approval box— Even without an email, the approver can process it directly in the management center approval.
  5. If it still doesn't work, try changing the approver.

Q. The approval is taking too long.​

A. Please check the following.

  • Confirmation of Approver Absence— Check if on vacation or business trip. If absent, the approver themselves설정 > 결재 위임You must specify the challenger.
  • Contacting the approver directly— For urgent cases, request processing via phone or messenger
  • Re-request after cancellation— Change to a different approver and request again
  • Admin Inquiry— The administrator전체 승인함can be processed instead

If delays are repeated, consider discussing with the approver and processing time or changing to another approver.

Q. The approver and the challenger are displayed together. Who handles it?​

A. This is the case when the original approver has set a delegation period for approval.

During the delegation period,**The challenger can also make a payment.**The decision of the person who processes first among the two will be reflected.

Q. Only some recipients have been approved​

A. This is the case where the approver has partially processed.

The approver can approve or reject separately by recipient and reference. Detailed slide's요청 정보Check the results by target and the approver's comments in the section.

Emails will only be sent to approved subjects, and rejected subjects will be excluded.

Q. How do I distinguish between multiple requests for the same email?​

A. It is distinguished by the request number and the requested date.

  • Request number — SM-SND-2508-00181Unique number of the format
  • requested date— Time the request was created

It is recommended to cancel unnecessary duplicate requests.

Q. I accidentally canceled the request; can I recover it?​

**A. Canceled requests cannot be restored.**If you need it again, you must start over from the original service.

Re-request method:

  1. Restart work on the original service (SHIELDMail, etc.)
  2. Change the approver or modify the content if necessary
  3. Automatic Creation of New Approval Requests

Approval — What I will approve​

Q. I received the approval email, but it's not in the approvals.​

A. Please check the following.

  • Check Tab — 승인 전체Check if the tab is selected
  • Check Search Conditions— Check if the search box is empty
  • Completion Status— Requests that have already been processed are완료It is in the tab
  • Delegation Status— If I have designated a challenger, it will be delivered through the approval of the challenger.

Q. Can only some recipients approve?​

A. It is possible.

요청 정보After selecting individual approval/rejection for each recipient and reference in the section[처리]You can do it. To process everything at once,[✓ 전체 승인]or[⊖ 전체 반려]Use __PH_0__.

Approval and Rejection BothInputting feedback is requiredis.

Q. I handled it incorrectly by mistake.​

A. Processed approvals cannot be modified or reverted.

Explain the situation to the requester and, if necessary, guide the requester to make the request again from the original service.

Q. What happens if an approval request comes in during my vacation?​

A. Pre-designate the challenger.

사용자페이지 > 승인관리 > 설정 > 결재 위임If you specify the challenger, reason for the challenge, and duration of the challenge, requests arriving during the absence period will be automatically forwarded to the challenger. Once the period ends, it will automatically return.

In case of sudden absence where the individual could not set it up, the administrator can register on their behalf.

Q. I set up delegation, but requests keep coming into my inbox.​

A. Check in order.

  1. Whether the active toggle is turned on— If it is off, it does not apply regardless of the duration.
  2. Does the competition period include today?— If it is before the start date, it has not been applied yet (status is예정)
  3. Requests that have already arrived before delegation settingsI have to handle it.

Approval Line · Approval Delegation Settings​

Q. Can multiple approvers be designated?​

A. Currently, there is 1 approver for each approval type.

multiple stepsMulti-level (N-level) approvalis planned for future development.

However, the following is still possible.

  • Different approvers by service and approval type— Each approval type is specified separately.
  • Handling in Absence — 설정 > 결재 위임Specify the challenger

Q. How is the approver determined?​

A. Individual → Group → Default order is applied.

RankingApproval LinePerson who sets upScope of Application
1Personal Approval LineI (설정 > 결재선)Approval request I am submitting
2Group Approval LineAdministratorUsers belonging to my representative group
3Basic Approval LineAdministratorCompany-wide

If there is no approval line in the previous rank, it moves to the next rank. If all three are absent,Request PendingIt will become a state.

administrator개인 결재선 사용If it is turned off, the first priority will be removed, and it will only be applied in the order of group → default.

Q. I cannot specify an approver in the approval line tab.​

A. Administrator 개인 결재선 사용 is turned off.

  • It is company policy, so users cannot change it.
  • The personal approval line that has already been registered will not be applied (the setting value will be retained).
  • Approval requests are automatically forwarded to the default approval line set by the administrator.

If you need to change the approver, please contact the administrator.

Q. I designated the approver incorrectly.​

A. Change immediately.

  1. 설정 > 결재선Click the pencil icon of the corresponding approval type to change the approver.
  2. If there are any pending approval requests요청함Request again after cancellation.
  3. Explain the situation to the new approver

Q. Who do the top executives or representatives need to get approval from?​

**A. Use self-approval.**If there are no higher-level approvers to receive approval:

  1. 설정 > 결재선Designate yourself as the approver
  2. If a situation requiring approval arises, handle the approval personally.
  3. Review and approve your request in the approval box.

If you do not set it up yourself, the administrator can set it up for you.

Q. What should I do if the approver has left the company?​

A. Change the approver immediately.

  1. 설정 > 결재선Changed to a new approver in
  2. Ongoing requests are for the administrator.전체 승인함Request for processing
  3. The administrator checks whether the relevant person remains in the group and basic approval line.

Q. What should I do when I am absent?​

A. 결재 위임 Specify the challenger.

  1. 설정 > 결재 위임move to
  2. Top right toggleOnCheck the status
  3. Enter the challenger, reason for the challenge, and duration of the challenge.[저장]

When the period is over, the match will automatically start, and after the end date, it will automatically return.

The reason for the confrontation is displayed as is in the approval history, allowing both the requester and the challenger to see it. Please write according to the business purpose.

Q. I set up approval delegation, but it is not being delivered to the challenger.​

A. Check in order.

  1. Whether the active toggle is turned on— If it is off, it will not be applied regardless of the period.
  2. Does the competition period include today?— If before the start date, the status is예정not yet applied
  3. Request arrived before the settingsI have to handle it.

Q. I returned from vacation, do I need to turn off the delegation separately?​

A. No. It will automatically return after the end date.

However**Requests already delivered to the challenger will continue to be processed by the challenger.**does. It does not come back to me.

If you want to temporarily stop delegation, do not clear the settings.**Just turn off the toggle.**The challenger, reason, and duration are stored as is and can be reused during the next absence.

Problem Solving​

Q. Is it normal for the approval and request sections to be empty?​

A. If there is no approval request, a blank screen is normal.

  • When the request box is empty— No tasks requiring approval have been performed or all requests have been completed.
  • If the approval box is empty— There are no requests where someone has designated me as an approver.

A request is automatically created when performing tasks that require approval (such as sending external emails).

Q. The approval status is not updating.​

A. Try refreshing the browser.

  1. Refresh List— Top right refresh button or F5
  2. Log in again— If the problem persists, log out and log back in.
  3. Admin Inquiry— If the problem persists, contact the system administrator.

Q. The approval request title or content appears strange.​

**A. This is an issue with the template settings of the approval form.**Contact the administrator.

The administrator is관리자페이지 > 승인서비스 > 결재 양식You can modify the request email subject and request content template.

Administrator — Approval Line​

Q. The pending requests keep piling up.​

A. Confirmation Order:

  1. 기본 결재선Check if there is an approver for the payment type of the service in the tab.
  2. 그룹 결재선Check if there is an approval line in the representative group of the user in the tab.
  3. Check if the user's representative group is set in the management center
  4. Urgent matters전체 승인함Directly specify approvers for each document

Q. The user says they cannot specify the approval line.​

A. 개인 결재선Toggle of the tab**Not in use (OFF)**Please confirm recognition. In the OFF state, users cannot register or modify personal approval lines. If this is not the intended policy, switch to ON, and if the policy is correct, check if the group and default approval lines are sufficiently registered.

Q. The approver has left the company.​

**A.**You need to find and replace all the approval lines where the specified approver is designated.결재선 상태Check in the detailed slide of each tab and designate a new approver with the pencil icon. Ongoing approval requests are전체 승인함can be handled directly by the administrator.

Q. If the user's representative group changes, does the approval line also change?​

A.When the representative group changesSubsequent approval requestsThe approval line for the new group will be applied from now on. It will not be retroactively applied to requests that have already been created.

Q. Can I register two approval lines in the same group?​

A.There are none. For each approval type, the approver per group isoneYou can register.

Administrator — Approval Delegation​

Q. I set up the delegation, but it is not being delivered to the challenger.​

A. Confirmation Order:

  1. 결재 위임 활성 여부Check if the toggle is on (if off, not applied regardless of the period)
  2. 위임 기간Check if it includes today (status is예정(If not applied yet)
  3. Delegation Settingsalready arrivedThe request must be processed by the original approver.

Q. The challenger is also absent.​

**A.**Chain delegation (challenger's challenger) is not supported. Change the challenger of the original approver to someone else, or,전체 승인함Handle it directly by the administrator.

Q. The delegation period has ended, but there are still items that the challenger has not processed.​

A.The case already delivered to the challenger isThe challenger continues to processIt will not return to the original approver. If it's urgent,전체 승인함Please handle it directly by the administrator.

Q. Can an administrator delete a delegation set by the user?​

**A.**It is possible. In the detailed slide⊗You can delete the challenger by clicking the icon and then save it. However, since it is the same data as the user's own settings, it is recommended to inform the user before deletion.

Q. Can I check who set up the delegation and when?​

A. 로그You can check in the menu. Registration, modification, deletion, and status change are recorded along with the actor, time, and before/after values, and if performed by an administrator, the actor is identified as the administrator.

Administrator — All Approvals​

Q. The request hold issue keeps occurring.​

A. Fundamental Action Order:

  1. 결재선 > 기본 결재선Register approvers by service in use.
  2. 결재선 > 그룹 결재선Fill in by checking the group without an approval line.
  3. Check if the user's representative group is set in the management center.
  4. The already accumulated cases are resolved on this screen by designating individual approvers.

Q. Can we distinguish between cases handled by the administrator and those handled by the approver?​

A.is distinguished. When the administrator processes it, the approver's status becomesDelegation Approval / Delegation Rejectionis recorded,이력It remains as processing by administrator intervention in the tab. It is distinguished from processing by absence delegation in the history.

Q. Can I cancel an already approved case?​

**A.**There is none. Processed cases cannot be reversed. The requester must request again from the original service.

Q. All requests from a specific user are halted.​

A. Confirmation Items:

  1. Check if there is a group approval line in the representative group of the user.
  2. 결재선 > 개인 결재선Check the approval line status of the user in
  3. 개인 결재선 사용If this is turned off and there is no group or default approval line, the user cannot resolve it on their own.
  4. The administrator registers the approval line or resolves it individually from this screen.

Q. I want to find cases where approval has been delayed for a long time at once.​

A. 대기in the tab요청한 날짜By specifying a period with the filter, you can narrow down old waiting cases. Regularly check to detect bottlenecks early.

Administrator — Approval Form​

Q. Approval request title in/발신자It appears as it is.​

**A.**This is the case when you type directly without selecting from the dropdown. Please delete that part and/Please reselect from the list by entering.

Q. There is no desired format in the import window.​

**A.**This is a form that SOFTCAMP has not yet distributed or has discontinued distribution. Please contact the person in charge.

Q. I brought the form, but the approval request is not being created.​

A. Confirmation Order:

  1. 결재 양식 활성 여부a**Active (ON)**Cognition — It is inactive immediately after being brought in.
  2. 설정 > 사용설정of승인서비스 사용여부a**Use (ON)**cognition
  3. Whether the request type is set as an approval target in the integration service.

Q. I want to change the name or input fields of the approval form.​

**A.**The company cannot change it. Since it is a common original value used by all clients, please contact the SOFTCAMP representative.

Q. If the retention period is shortened, will the existing documents be deleted as well?​

**A.**No. The retention value is copied to the document when the request is created, so already created documents follow the retention period at the time of creation.

Q. I want to temporarily stop using the approval form.​

A. 결재 양식 활성 여부Turn it off. Only new requests will be blocked, and ongoing requests and past records will remain unchanged.

Future Development Plans​

Q. What features are planned to be added?​

A. The following features are scheduled for development.

  • Multi-level (N-level) approval— Team Leader → Department Head → Division Head, a sequential approval process through multiple stages.
  • Parallel Approval·Agreement— Multiple approvers at the same level review together

For the features already provided (approval delegation, group and default approval routes, service-specific approval forms), please refer to each guide.

User Guide

Administrator Guide

Other