When a request is over a limit, or a rule says to ask first, Kestrel stops and asks a person. The customer does not see the pause.
Where the request goes
Choose one place for each category:
- Slack. A message in a channel you pick, with Approve and Decline buttons.
- The ticket. An internal note on the ticket itself, answered from inside your help desk.
What a request contains
- What the customer wants, in one sentence.
- What Kestrel checked, and what it found.
- Which rule stopped it, and by how much.
- What it will do if you approve.
Who can answer
Anyone with the Approver role for that category. Give the role to the people who already make these calls. An approval is recorded with the person's name and the time.
If nobody answers
After the time you set, the request is handed to your team as an ordinary ticket, with everything Kestrel found attached. The default is thirty minutes.
Declining
A declined request is never retried. Kestrel writes down who declined it and passes the ticket to a person, so the customer still gets an answer.