This documentation supports the 18.05 version of Change Management.

To view the latest version, select the version from the Product version menu.

Working with BMC Change Management as an approver

Remedy Change Management integrates fully with the Remedy Approval Server for business, technical, and financial approvals.

An approver must:

  • Be defined in the ITSM Foundational People form
  • Be assigned an appropriate application permissions. For example, Infrastructure Change Viewer is sufficient for a user who only needs to approve a request through the Approval Central.
  • Have a Remedy Action Request System Read license.
  • Have the functional role of Infrastructure Change Approver

Additionally, the server must have the appropriate Remedy ITSM application license.

Important

The Change Management application ships with defined approval processes. Most companies should not have to define additional approval processes. However, you can use the Approval Process Configuration form to define additional approval processes for your company. For more information, see  Approval processes provided out-of-the-box for BMC Change Management.

In Change Management application administrators can define an approval process in which a series of people must review and approve a proposed change request or release request. Only after all approvals are granted can the change request or release request be moved to the next status. A change request goes through several phases as it progresses through its lifecycle. Approvers are responsible for reviewing their assigned change requests, and for approving or rejecting them. Approvers are configured by the application administrator and are responsible for change requests with a specific categorization and location.The application administrator also determines which types of change requests need approval, and what type of approval process they require. As the change request moves from one status to another, the default workflow on the change request queries the approval server to find out which approval process to use, and then executes it.

For example, when a change request moves from the Draft status into the Review phase (shown in the following figure), the Approval Server checks the Review approval process. If the application administrator mapped an approver to the Review process, the change request must be approved before it moves to the next stage. Also, the Class and Timing Reason fields are locked by workflow. You cannot make modifications to the values set in these fields until the change request is approved and it moves to the next status in its lifecycle.

Change request going through Review Approval in the Review & Authorize stage

The Approve option is enabled in the Process Flow bar when a change request is sent for Approval.

Approval option enabled


When the user clicks the approve option the change request is approved and it moves to the next status in its lifecycle. In case of an auto-approval (no approver is assigned), the change form is refreshed to show the updated Change status after approval.

Important

The Approve option is displayed to all users, even if the user is not an approver for that change request. If a user, who not an approver for that change request clicks the approve option the following error message is displayed:

You are not currently defined as an alternate for any user and you are not on the Approvers list for this approval. (ARERR 45802).

The change manager or change coordinator controls the overall progression of a change request, and can perform approvals at several points in the change life cycle. For change requests in the Request for Change status with no approvers, the change manager and the change coordinator can move the change forward to Planning In Progress, cancel it, or send it back to the requester by assigning it a status of Draft. After a change is planned and built, the change request is set to a status of Scheduled for Review. Once again, the change manager or change coordinator has the opportunity to review change plans, schedules, and so on, before moving the change to the Implementation Approval phase.The following people perform the approval process:

Approver

Responsibility

Application administrator

Selects the approval process, and if necessary, modifies the approval rules. Configures the approval mappings. For more information, see Approval mappings.

Change manager (or change coordinator)

Monitors the approval process to make sure that it proceeds as expected. The change manager also determines which types of change requests need approval, and in some cases, selects the approvers.

Change approvers

Reviews the change request and approve or reject it. If approvers need more information about a change request, they can request it. Their signature is put on hold while they are waiting for the information and the status is set to More Information.

Requester

Checks the status of the change request and follows the approval process throughout its cycle.

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