This documentation supports the 9.0 version of Remedy Action Request System.

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Approver Response stage

In this topic:

When a request enters the Approver Response stage of the approval process, the Approval Status for the next approver's signature is "Pending." The approver can approve or reject the request, request more information, or place a request on hold. When an approver responds in one of these ways, the signature line for that approver is changed to Approved, Rejected, Hold, or More Information.

The Approval Server sets the signature value automatically, depending on the approver's response. You do not have to define a rule to implement this behavior. By default, the approver's response determines whether the request passes into the Completion Check stage, or remains in the Approver Response stage.

  • Approved — When an approver approves a request, the request passes to the Completion Check stage, where the approval server determines whether more signatures are required. See Completion Check stage.
  • Rejected — If an approver rejects a request, the request moves to the Process Done stage. No more routing occurs, and the request is withdrawn from approvers who have placed the request on hold or requested more information.
  • Hold — When an approver places a request on hold, the approval server changes the signature line to Hold, but no other action occurs. Process administrators should establish escalations to prevent requests in Hold status from being neglected indefinitely.
  • More information — If an approver requests more information, the approval server changes the approval status to More Information, but no other action occurs within the approval processing for that approver. The approval server allows an approver to hold, approve, or reject a request without waiting for the More Information response. When this occurs, the More Information request is terminated.

You can override the default behavior of the approval server in this stage. To do so, you use the following rule types:

  • Signature Accumulator
  • Statistical Override

Signature Accumulator and Statistical Override rules

Signature Accumulator and Statistical Override rules can use ratios between approved and rejected signatures to determine the outcome of a process. These rules preempt the usual routing to bring the approval process to a conclusion based on statistics that you define. These two rule types are also known collectively as "statistical decision-making rules."

An example of a statistical decision making rule is: "If more than 50% of the approvers approve the request, then approve the process." With this rule in place, if the approval request has a list of five approvers, and the first two approvers reject the request, the remaining approvers are still given a chance to approve it. If the last three approvers approve the request, the request is approved overall.

Signature Accumulator and Statistical Override rules run during the Approver Response stage (whenever an approver responds to a request). If any Statistical Override rules are defined, then the statistical decision-making approval process begins. If no Statistical Override rules exist, the approval server follows its default logic, and the request moves to the Completion Check or Process Done stage.

Signature Accumulator rules

A Signature Accumulator rule collects statistical information about the signature records associated with an approval process, for use in a Statistical Override rule. You define the criteria for counting signatures.

In a Level process, only signatures associated with the current level are included in the set. These are referred to as "current signature records." In all other process types, all signatures associated with the detail record are included in the set.

For each signature record, the approval server applies each existing Signature Accumulator rule, provided the Run If qualification passes. For example, if the approval server finds four signatures to check, the server runs all the Signature Accumulator rules on the first signature, then on the second signature, and so on until all the signatures are finished.

Examples of Signature Accumulator rules are included in the sample applications. They are Issue Increment Signature Limit and Issue Retrieve Signature Limit, in the Get Agreement Sample application. For information about using these examples, see Example of decision-making rules in a sample application. To create a Signature Accumulator rule, see Defining Signature Accumulator rules.

Statistical Override rules

A Statistical Override rule preempts the default behavior of the approval process and causes the process to be approved or rejected before all pending signatures have been completed. To do so, the rules check whether the statistical conditions required for making a decision have been satisfied.

Statistical Override rules can perform one of three actions: approve, reject, or do nothing. If a Statistical Override rule approves or rejects a request, the request is done and moves to the Process Done stage. If the conditions for approving or rejecting are not met, the process continues the default behavior of checking for more signatures to gather.

When the Statistical Override rule approves or rejects a request, the normal approval process is preempted by performing the following actions:



Process and signature considerations in the Statistical Override rule

Process type

Signatures considered

Approving requests

Rejecting requests

Level

Only signatures for the current level

Preempts the approval server to proceed to the next level.

Preempts the approval server to reject the request and stop the processing.

Parent-Child

All signatures, at all times

Preempts the approval server to proceed to proceed to next parent.

Preempts the approval server to reject the request and stop the processing.

Ad Hoc

All signatures, at all times

Preempts the approval server to approve the request.

Preempts the approval server to reject the request and stop the processing.

Rule-Based

All signatures, at all times

Preempts the approval server to proceed to the next set of approvers.

Preempts the approval server to reject the request and stop the processing.

Warning

If you define Statistical Override rules, you must also define a rule to approve or reject the process if no pending signatures exist. If a rule is not defined to handle this condition, the approval server considers this as an error condition.



The following figure illustrates how the approval server uses both types of statistical decision-making rules in the Approver Response stage.

Statistical decision-making rules in Approver Response stage
(Click the image to expand it.)


Statistical Override rules evaluate the data gathered for the active signature record by a Signature Accumulator rule or by the approval server. If the Statistical Override rules can be based solely on the statistical data that the approval server gathers by default, you do not need to define a Signature Accumulator rule.

The following statistical data is available by default:

  • Total Signatures
  • Total Approved
  • Total Rejected
  • Total Pending
  • Total Hold
  • Total More Information
  • Total Canceled
  • Total Closed
  • Total Error

Examples of Statistical Override rules are included in the sample applications. They are Issue Statistical Approval and Issue Statistical Boundary Condition in the Get Agreement Sample application.

For information about using these examples, see Example of decision-making rules in a sample application.

To create Statistical Override rules, see Defining Statistical Override rules.

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