Digital Signature for Requests in ServiceOps
Get a legally binding e-signature on any incident or service request without leaving ServiceOps.
ServiceOps lets you send documents for digital signature directly from any request or service request detail page. When you send a signature request, ServiceOps routes a pre-filled document to the signer's email via DocuSign. The signer signs from any device, and the record updates automatically when signing is complete.
Before you can send signature requests, an administrator must configure a DocuSign provider and create at least one signature template with Module set to Request or Service Request. See Digital Signature Configuration.
Prerequisites
- An active signature provider configured under Admin > Organization > Digital Signature
- At least one signature template with Module set to Request or Service Request and Enabled set to ON
- The View Signatures and Request Signatures permissions enabled on your role. See Roles.
How It Works
When you click Request Signature, ServiceOps opens a dialog where you select a template and enter the signer's details. ServiceOps builds the document from the selected template and automatically fills in the request details, such as the request ID, title, requester name, department, etc. It then sends the document to the signer's email via DocuSign. The signer opens the email, clicks Review Document, and completes the signature from any device. No DocuSign account is required on the signer's side. Once the signer completes or declines, DocuSign notifies ServiceOps automatically and the Signature section on the record updates.
Send a Signature Request
- Open the request or service request detail page.
- Click the More Actions icon (vertical three dots) at the top-right corner.
- Select Request Signature. The Digital Signature Template dialog opens.
The dialog has the following controls:
- Choose Template: Select the signature template to use. Only templates with Module set to Request or Service Request and Enabled set to ON appear in this list.
- Signers: Enter the signer's Name (required) and Email (required). The Document Preview panel updates to show the populated document with the request details filled in.
- Send: Click to send the signature request to the signer's email.
The signer receives a DocuSign email. Open the Signature tab to track progress.
Track Signature Status
The Signature tab does not appear in the Associated Actions bar until the first signature request is sent on the record. Once sent, it remains visible for the entire life of the ticket, even after signing is complete.
Open the Signature tab in the Associated Actions bar of the request detail page to view all signature requests sent for the record.
Each signature request shows the template name, who sent it, the timestamp, and the overall status badge (In Progress, Completed, Declined, or Failed) in the top-right corner of the request card.
The signer list displays the following columns:
| Column | Description |
|---|---|
| Signer | Name of the person the signature request was sent to. |
| Email address the DocuSign request was delivered to. | |
| Status | Current signing status for this signer. Updates automatically as the signer progresses: - Pending: email is being prepared - Sent: email delivered to the signer - Viewed: signer opened the link - Signed: signature complete - Declined: signer refused to sign - Failed: delivery or authentication error - Voided: envelope or document was cancelled by the sender or system - Ignored: signer was skipped, removed, or no longer required to take action |
| Signed By | Name recorded when the signer adopts their signature. Shows --- until signed. |
| Signing Time | Date and time the signature request was sent, or when signing was completed. |
| Action | Remind (bell icon) to send a reminder and Delete (trash icon) to remove the request. |
Deleting a signature request in ServiceOps does not cancel it in DocuSign. The signer may still be able to sign from the original DocuSign email link.
Example
A technician is resolving a service request to provision a new software license that requires formal sign-off from a department head. The technician opens the request, clicks More Actions, selects Request Signature, picks the "Software Approval" template, enters the department head's name and email, and clicks Send. The department head receives a DocuSign email, clicks Review Document, signs, and the request's Signature tab shows "Signed / Completed" within minutes.
Troubleshooting
Common issues when sending and tracking signature requests on request records.
Request Signature option does not appear in the More Actions menu
Cause: Your role does not have the Request Signatures permission, or no active digital signature provider is configured.
Fix: Ask your administrator to enable the Request Signatures permission on your role, or to configure a provider under Admin > Organization > Digital Signature.
No templates appear in the Choose Template dropdown
Cause: No templates exist with Module set to Request or Service Request, or all such templates are disabled.
Fix: Ask your administrator to create or enable a template under Admin > Organization > Digital Signature > Signature Templates with the correct module.
Signer did not receive the DocuSign email
Cause: The email address entered was incorrect, or the email landed in the signer's spam or junk folder.
Fix: Ask the signer to check their spam folder for an email from DocuSign. If the email address was wrong, delete the signature request from the Signature tab and send a new one with the correct address.
Signature tab shows "Sent" status and never updates
Cause: The DocuSign webhook is not reaching ServiceOps, so signing events are not delivered to the record.
Fix: Ask your administrator to verify the DocuSign Connect webhook configuration and confirm that ServiceOps is reachable over public HTTPS. See Digital Signature Configuration.
Signer declined the document and you need to resend it
Cause: The signer clicked Decline in DocuSign. A declined request cannot be reopened.
Fix: Delete the declined signature request from the Signature tab and send a new one. If the signer declines again, contact them directly to resolve any concerns before resending.