This documentation supports the 19.08 version of Remedy Action Request System.

To view an earlier version, select the version from the Product version menu.

Working with request details

The Approval Details icon on Approval Central opens the AP:Show-Detail form, which enables you to see more details about a request. You can also approve, reject, or hold an approval request, add ad hoc approvers, reassign a request to another approver, and create or respond to More Information requests using this form.

On Approval Central, the Request ID link that appears in the Request Details section for a request opens the relevant application form. Click the Show Signatures button on the application form (if implemented) to open the three-way join form associated with the application request. This document also refers to this view as the "detail view." The following procedures use this detail view to perform various actions on an approval request.

Setting the Approval Status in the detail view

After viewing the details of an approval request, you can approve or reject the request by changing the Approval Status in the detail view.

To approve an approval request by changing the Approval Status field

  1. Open Approval Central by using one of the methods described in Opening Approval Central.
  2. In the Pending Approvals table, select the pending request you want to work with, and click its link in the Request Details section.
    The appropriate request form opens (for example, AP-Sample2:Get Agreement).
  3. Click the Show Signatures button.
    The appropriate three-way join form opens (for example, AP-Sample2:Issue Detail Signal).

    Setting the Approval Status field
    (Click the image to expand it.)

  4. Click the drop-down arrow on the Approval Status field, and select Approve.
    To ask for more information about the request, see Processing More Information requests.
  5. If the Password field is present, enter your password. Otherwise, proceed to the next step.
    If a password is required and you do not enter your password, or if you enter the wrong password, the product returns the following error message:
    Authentication failed. Please enter your valid AR System password. (ARERR 45490)

    Note

    The BMC Remedy AR System administrator must configure the Password field to appear on the three-way join form when it is required. See Displaying the password field in the detail view.

  6. Click Save.
    You can use the same procedure to reject or hold a request by setting the Approval Status to Rejected or Hold.

    For information about how to configure an approval process to require a password, see Creating a process.
    When you return to Approval Central and refresh the search, this request is removed from the table of pending requests.

    Warning

    After you respond to a request, you cannot undo or change your response.

Specifying additional approvers

Perform the following procedure if you must specify the next approver instead of automatically routing the request. With some processes, such as an Ad Hoc process, approvers can or must specify additional approvers. The process administrator can also configure Parent-Child, Level, and Rule-Based processes to allow users to add the next approver with the Allow Ad Hoc Next Approver field. See Creating a process.

You must specify the additional approvers before or at the same time as you approve or reject the approval request. After you have approved or rejected the request, you no longer have access to the Next Approvers field.

Note

If the approval process includes rules that specify the next approver, the process rules supersede any changes you make in the detail-signature view.

Specifying the next approver is not the same as reassigning an approval request. The option to specify the next approver also requires you to approve or reject the request. For information about reassigning requests, see Reassigning approval requests.

To specify next approvers

  1. Open Approval Central by using one of the methods described in Opening Approval Central.
  2. In the Pending Approvals table, select the pending request you want to work with, and click its link in the Request Details section.
    The relevant request form appears.
  3. Click the Show Signatures button.
    The appropriate three-way join form is displayed.

    Adding multiple approvers
    (Click the image to expand it.)

  4. In the Next Approver field, enter the names of the next approvers.
    You must enter one or more BMC Remedy AR System login IDs. To specify multiple approvers, separate each name with a semicolon (;) .
  5. If you specify multiple approvers, determine the appropriate option for the If Multiple Approvers field.
    • One Must Sign — A single signature entry is created for all approvers. Only one of those approvers needs to take action.
    • All Must Sign — Separate signature entries are created for all approvers. Each approver must take action for the request to proceed further.

      Note

      In an Ad Hoc approval process, if you do not complete the If Multiple Approvers field, BMC Remedy AR System requires all additional approvers to sign the request.

  6. In the Approval Status field, select Approved.
  7. Click Save. The Adding multiple approvers figure above illustrates an example of this procedure. In this example, the approver Jack Miller has approved the request, added two additional approvers, and specified that both must approve the request separately.

Reassigning approval requests

To reassign an approval request to a different approver, perform the following procedure. The Reassign To field appears when the process allows you to reassign approval requests.

To reassign an approval request

  1. Open Approval Central by using one of the methods described in Opening Approval Central.
  2. In the Pending Approvals table, select the pending request you want to work with, and click its link in the Request Details section.
  3. In the request form, Click the Show Signatures button.
  4. In the Reassign To field on the three-way join form, enter the name of the approver to whom you want to reassign the request.
    You can enter only one person's BMC Remedy AR System login ID.
  5. Click Save.
    BMC Remedy Approval Server routes the request to the reassigned approver.

Related topic

Working with If Multiple Approvers field

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