Approve or deny held calls

See what is waiting#

Open the Live room. Held calls appear under Waiting for you, with a count. If nothing is held, it says "Nothing is waiting." From a terminal, geo guard reviews lists the calls waiting for a person.

Each held call shows:

• what exactly was asked, as a list of arguments;
• which rule held it, which version of your rules that is and how long ago your rules were last updated;
• when the request runs out, and who it is waiting for (a request passed on because nobody answered in time says so);
• what Guard knows from its own record, such as earlier calls for the same request, and what it cannot see.

Read the arguments. Approving lets that exact call through once. Any change to it needs a new approval.

If you may not decide a call, the card says so and why. Only people named under Who can approve can approve, for the tools and amounts their role covers.

Choose what to do#

The reason you give when denying is recorded with the decision. Guard's approval request has no place for a reason, so it is not sent to the agent. A retrying agent is only held again. The deny field says so.

From a terminal, geo guard approve <id> approves one held call (exactly that call, once), geo guard deny <id> refuses it and geo guard revoke <id> withdraws an approval. Take the identifier from geo guard reviews. The terminal commands have no field for a reason.

How approvals have gone#

The Guard screen shows, under How approvals have gone, how many approvals, denials and expiries happened for each operation over the last 30 days, and how many were approved within ten seconds of being asked. A very short time suggests approving without reading. These are counts only. If Guard cannot give a listing, for example because it is stopped, the room says it is unreadable and does not show "none".

Say who may approve#

1. On the Guard screen, under Who can approve, type the name of the person into Add a person who can approve the tool's calls.
2. Optionally type a limit into Highest amount they may approve. Leave it empty for no limit.
3. Press Add approver. Guard shows the person's credential once. Give it to them. It is not kept on your computer.

To remove someone, use the remove button next to their name. Their credentials stop working and their earlier approvals are not used. From a terminal:

geo guard approver-add <name> --tool <tool> --max-amount 100
geo guard approvers
geo guard approver-remove <name>

A request goes first to the role with the lowest limit that covers it, then on to the next if nobody answers in time. Guard's own admin access never approves.

Let specific calls skip one rule for a while#

An approver can grant an exception, for example for one order's refund up to an amount, for at most seven days. Exceptions in force are listed under Who can approve as Exceptions in force, and each can be ended there.

geo guard exception-grant --tool payments --rule <rule> \
  --match order_id=1234 --max-amount 200 --hours 24 --reason "Customer escalation"
geo guard exception-revoke <id>

At least one --match field=value is required. An exception never skips the refund-once check, spending limits, a stop or a changed tool. Each one names who granted it and why.

If something looks wrong#

Use Stop all new calls…, or stop one agent in the Agents list. Both stop new calls only. Anything already sent is not undone. See Guard.

• Grant an autonomy levelThe levels that decide which calls are held.
• Watch with GuardSetting Guard up.