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Service Provider Approvals

Updated: Andrew Tat Edited:

Overview

Service Provider Approvals enable service providers (catering, AV/tech, facilities setup, security, housekeeping) to confirm or decline assignments directly from email. Event Coordinators gain visibility into whether service providers have accepted their availability, streamlining coordination and reducing delays.

When an Event Coordinator assigns a service provider to a reservation, the service provider receives an email with approval options. The service provider can approve or deny the assignment without logging into the system, and the Event Coordinator receives immediate notification of the response.

Prerequisites

  • Platform Admin role: Required to enable/disable Service Provider Approvals in Platform Settings
  • Event Coordinator or Facilities Manager role: Required to assign service providers and view approval statuses
  • Service Provider Approvals must be enabled at the platform level (see Enabling Service Provider Approvals below)

Enabling Service Provider Approvals

  1. Log in as a Platform Admin
  2. Navigate to Platform Settings > System Notifications
  3. Locate Service Provider Approvals
  4. Toggle the setting to Enabled
  5. Click Save

When disabled, assignment emails will not include approve or deny buttons, and service providers cannot respond via email.

How the Approval Workflow Works

The approval workflow follows this sequence:

  1. Assignment: Event Coordinator assigns a service provider to a reservation using the standard assignment flow
  2. Email Notification: Service provider receives an assignment email containing the reservation details and two action buttons: Approve Assignment and Deny Assignment
  3. Response: Service provider clicks either button
  4. Confirmation Page: Service provider is taken to a public confirmation page (no login required) that displays the reservation details and confirms their decision
  5. Update Option: Service provider can change their response at any time by clicking the opposite button in the original email (e.g., approve after initially denying)
  6. Token Expiration: Approval links in emails expire 7 days after the reservation end date

Viewing Approval Statuses

Approval statuses appear in three locations:

Reservation Detail Page

  • Open a reservation
  • Scroll to the Assign Service Providers section
  • View approval status badge next to each service provider name
  • Badge displays status (Pending, Approved, Denied), timestamp, and any notes added by the service provider

Operations Schedule UI

  • Navigate to Operations Schedule
  • Approval status badges appear next to service provider names in the report results view

Operations Schedule PDF

  • Generate an Operations Schedule PDF (standard export)
  • Approval status badges are included alongside service provider names

Understanding Status Badges

Status Color Meaning
Pending Orange Service provider has not yet responded to the assignment request
Approved Green Service provider has confirmed availability and accepted the assignment
Denied Red Service provider has declined the assignment

Status badges also display the date and time the service provider responded.

Email Notifications

Service Provider Receives

  • Assignment Email: Contains reservation details, location, time, and two buttons (Approve/Deny)
  • Confirmation Email: Sent after the service provider submits their response, confirming their decision and reservation details

Event Coordinator Receives

  • Response Email: Sent when a service provider approves or denies an assignment
  • Includes: Service provider name, decision, reservation details, and response timestamp by the service provider
  • Email is sent from the system and does not require any action

Settings and Configuration

Setting Location Options Default
Service Provider Approvals Platform Settings > System Notifications Enabled / Disabled Enabled

When enabled, all service provider assignment emails include approve/deny buttons. When disabled, assignment emails are sent as notifications only, with no response options.

Troubleshooting

Service provider does not receive assignment email

  • Verify the service provider’s email address is correct in the reservation
  • Check that the service provider’s email is not blocked by spam filters
  • Confirm that Service Provider Approvals is enabled in Platform Settings

Service provider clicks a link but gets an error

  • Verify the link has not expired (tokens expire 7 days after reservation end date)
  • Confirm the reservation is still active in the system
  • Have the Event Coordinator send a new assignment to generate a fresh approval link

Approval status is not updating

  • Refresh the reservation detail page
  • Verify the service provider submitted the form (confirmation email should have been sent)
  • Check email notification logs to confirm the response was received

Service provider wants to change their response

  • Service provider can click the opposite button in the original assignment email to update their response
  • If the original email is lost, Event Coordinator can reassign the service provider to generate a new assignment email

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