Note

 

This documentation supports the 20.19.02 version of BMC Helix Remedyforce.

To view the latest documentation, click here

Approval process overview

Salesforce.com defines an approval process as follows:

An approval process is an automated process that your organization can use to approve records in Salesforce.com. An approval process specifies the steps necessary for a record to be approved and who must approve it at each step. A step can apply to all records included in the process, or just records that have certain attributes. An approval process also specifies the actions to take when a record is approved, rejected, recalled, or first submitted for approval. The following table describes the actions that can be performed on approvals by different types of users.

The following figure illustrates the approval process for incidents and change requests.

Approval process


The following table describes the actions that can be performed on approvals by different types of users.

 Allowed actions for different types of users  

User

After clearing the View > Assigned to me check box in the Approvals list

Approving an incident or change request from the Supporting Information section

Approving an incident or change request from the Approvals list

Approving an incident or change request by clicking the link sent in the approval email message

Approving an incident or change request by replying the approval email message

Approver

Can view all the approvals assigned to the logged-on user and the approvals assigned to queue of the logged-on user

Allowed

Allowed

Allowed

Allowed

Delegated Approver

Cannot view the approvals for which the logged-on user is a delegated approver

Allowed

Not allowed

Allowed

Not allowed

System Administrator

Can view all the approvals

Allowed

Allowed

Allowed

Allowed

Change Manager

Can view all the approvals assigned to the logged-on user, the approvals assigned to queue of the logged-on user, and the approvals for the incidents or change requests created by the Change Manager

Allowed

Allowed

Allowed

Allowed

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